Tier 2 Helpdesk Agent - Networking/Hardware Support

SUMMARY

As a Tier 2 Help Desk Agent, you will play a pivotal role in delivering top-tier support and ensuring a seamless experience for our customers. Your expertise will be instrumental in guiding our customers through troubleshooting steps for their network issues, addressing internet-related concerns on customers' devices, and effectively resolving network equipment issues.

PRIMARY RESPONSIBILITIES

• Address network, device (e.g., laptops, cell phones, tablets, TVs, game consoles), and equipment issues, resolving them effectively.

• Accurately assess whether Tier I support tickets should be dispatched or escalated to Tier III for additional assistance.

• Conduct remote troubleshooting for network-related problems.

• Identify access points and evaluate their functionality, including heartbeats and the number of users.

• Determine the necessity of rebooting wireless access points to resolve connection issues.

• Utilize MAC addresses to ascertain the connection status of devices.

• Resolve cable and video-related issues.

• Reboot POE injectors, wireless access points, receiver racks, and other devices managed by the remote power controller.

• Rectify video and programming problems on Dish Smart Boxes.

• Handle matters escalated from property staff.

• Perform other duties as assigned.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Possession of a High School Diploma or GED.

• Proficiency in network and wireless troubleshooting.

• More than 2 years of experience in customer service.

• Over 1 year of technical support experience.

• Strong written and oral communication skills.

• Exceptional telephone etiquette.

• Detailed documentation capabilities.

• Strong technical troubleshooting skills

• Exceptional problem-solving abilities

• A genuine passion for helping others

• Effective communication skills

• A desire to be an integral part of a dynamic and supportive team

• Familiarity with Ruckus, Juniper, and Cambium Access Points.

• Experience with Zendesk or another ticketing system.

• Previous work experience with an Internet Service Provider (ISP).