Support Technician Tier II - Dobson Fiber

The Tier 2 Support Techs work within the Dobson operating system to create detailed work logs and technical documentation to resolve customer trouble issues and configure new services for a rapidly growing customer base.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Provide Advance troubleshooting support for Tier 1 escalations of various DSL/FTTH/FTTB/VOIP solutions.
• Work with and train Tier 1 Support Techs in advancing troubleshooting skills and knowledge of Dobson products and offerings.
• Manage field service technicians through the resolution of customer trouble tickets and installations.
• Provision, test, and turn up all service requests for new or modified services as they are required.
• Monitor open trouble incidents and ensure timely resolution.
• Manage field service technicians through the resolution of the customer trouble tickets.
• Identify problems and risk areas and be able to advise management of actions required to mitigate their impact.
• Notify management of major network outages and resolutions.
• Participate in the on-call rotation as agreed by the Support Team.
• Other duties as assigned.

QUALIFICATIONS INCLUDE:

• High School, Vocational, or applicable short-course diploma.
• 3 to 5 years of experience working in a Help Desk/Tech Support position.
• Working knowledge of various operating systems, routers, and network elements.
• Ability to perform basic system administration functions to assist network engineers with day-to-day maintenance.

DESIRED:

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

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