Careers — Dobson Fiber
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855.5.DOBSON
855.5.DOBSON

Dobson Careers

Support Technician

Job Title
Support Technician
Job ID
27766327
Location
OKC, OK, 73134 
Other Location
Description

Technical Support Tier 1 under general supervision will provide technical software, hardware and network problem resolution for Dobson Residential voice and internet users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. The Tier 1 Support Techs work within the Dobson ticketing system to create detailed work logs and technical documentation in resolving customer issues.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

    • Identify and interpret customer needs and determine appropriate action.
    • Perform Support for a variety of DSL/FTTH/VOICE solution problems.  This will require troubleshooting and in-depth telephone support to analyze and resolve reported troubles.
    • Provide professional customer service skills such as positive language, communications skills, problem solving skills, flexibility and obsessive attention to detail.
    • Work with other Support Team Members to resolve reported trouble incidents and ensure timely resolution.
    • Monitor open trouble incidents and ensure timely resolution.
    • Manage field service technicians through resolution of customer trouble ticket.
    • Identify problems and risk areas and be able to advise management of actions required to mitigate their impact.
    • Notify Tier 2 Support of any potential problems or areas of concern.
    • Participate in the on-call rotation as agreed by the Support Team.
    • Other duties as assigned.
    •  Collaborate with business stakeholders to gather requirements, provide technical expertise, and recommend best practices.
    • Other duties as assigned.


QUALIFICATIONS INCLUDE:

  • High School, Vocational, or applicable short course diploma.
  • 2 to 4 years of experience working in a Help Desk/Tech Support position.
  • Working knowledge of various operating systems, routers, and customer premise equipment.


DESIRED QUALIFICATIONS:

  • Microsoft, A+, or MCP certification
  • Cisco CCNA certification

SPECIAL REQUIREMENTS:
       •     Flexible Shift Schedule 
       •     On Call Rotation
       •     Positive Mental Attitude

 

Option 1: Create a New Profile

Culture

The Customer is Our Boss.

Our customer is any user of our products and services, our employees, owners, and the communities in which we serve. Everything we do affects them. They are why we are in business and we answer to them.

Our Beliefs

  • Passion for our customers breeds success.

  • Excellence is a direct result of our people and their expertise.

  • Communication and understanding are key to delivering the best customer service possible.

  • Integrity means doing the right thing.

  • Accountability means honoring commitments and delivering results.

  • Teamwork results from being equally dependent upon one another.

  • Urgency and focus yield quality results.

  • Innovation and advancement require taking calculated risks.

  • Leadership is everyone’s responsibility.

Dobson Cares

Dobson Fiber lives and works in the communities we serve, and we care about helping them thrive. That’s why we actively support – with our donations and our employees’ time – many local worthwhile community organizations including:

  • United Way

  • Myriad Gardens Foundation

  • YWCA

  • Cystic Fibrosis Foundation

  • Regional Food Bank

  • White Fields

Benefits

Dobson has one of the most competitive benefits packages around, including:

  • Competitive pay

  • Health, dental, and vision Insurance

  • Health Savings Account and Flexible Spending Account

  • On-site fitness facility in OKC

  • 401(k) plan with company match

  • 7 paid holidays

  • Paid time off starting at 15 days

  • Employee Assistance Program

  • FSA & FHA

  • Adoption Assistance

  • 100% Employer-paid Basic Life & Personal Accident Insurance

  • 100% Employer-paid Disability Insurance (short and long term)

  • Free career training & development with over 3,000 courses and over 20,000 online books

  • Free employee incentive program

What our employees are saying

 

“I am thankful for Dobson caring enough about people and our community to give us the opportunity to help out through our Employee Volunteer Program. Not only did it help that organization recently, but I think it helped me to get to engage with my co-workers out of the office. It gave us a chance to build friendship with each other. Mostly, seeing the faces of people when they realized we were there to help was a blessing for them and us as well.”

 

“I love the work-life balance here at Dobson. We have team oriented activities and get-togethers that really bring a sense of unity.”

“Dobson has always felt like home to me. The company is always supportive of my career goals, my family time and excellent service to our customers. I am truly blessed to be a part of the Dobson team.”

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