Tier 2 Help Desk Agent

Boingo Columbia , SC 29209

Posted 3 months ago

Tier 2 Help Desk Agent

We are seeking a Tier 2 Help Desk Agent to join our fun team in the Columbia office. Working out of our Network Operations Center, you will be responsible for Troubleshooting a variety of technical issues relating to networks, devices (laptops, cell phones, tablets, TVs, game consoles, etc), and equipment issues.

Responsibilities

  • Troubleshoot network, devices (laptops, cell phones, tablets, TVs, game consoles, etc.), and equipment issues

  • Accurately determine if Tier I tickets should be dispatched or escalated to Tier III for additional assistance

  • Remotely troubleshoot switch configuration issues Locate access points and determine level of functionality (heartbeats, number of users, etc.)

  • Determine when wireless access points need to be rebooted to fix connection issues

  • Use MAC addresses to find out connection status for devices Dish Satellite or DTV cable troubleshooting

  • Reboot POE injectors, wireless access points, receiver racks and other items on the remote power controller

  • Correct video and programming issues on sentinel server, COM 1000, IRK, HDHR

Requirements

  • High School Diploma or GED

  • Network and Wireless troubleshooting experience

  • 2+ years of customer service experience

  • 3+ years of technical support experience

  • Strong written and oral communication skills

  • Refined telephone etiquette

Meet Boingo

Boingo Wireless, Inc. (NASDAQ: WIFI) helps the world stay connected. Our vast footprint of Wi-Fi and cellular networks reaches more than a billion consumers annually. From airports and stadiums to universities and military bases, Boingo helps folks stay connected to the people and things they love.

Our team is creative, collaborative, and on the cutting edge of technology. (You can check out some of the awards we've won here. #humblebrag). But there's no doubt the "secret sauce" to Boingo's success is our incredible team and culture. That's why we work extra hard to ensure our field team members from Denver to Dubai are included in all our fun activities like bowling, costume contests, trivia contests, and hosted lunches. There's also an incredible benefits package including equity, health, dental, vision, 401(k) match, unlimited vacation, 12 weeks paid parental leave, and more! It's no wonder we've been named among the Best Places to Work LA four years in a row!

Boingo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.


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Tier 2 Help Desk Agent

Boingo