Help Desk Coordinator II

This is a fully remote position, open to applicants in United States.

📋 Description

• Address issues related to networks, devices (such as laptops, mobile phones, tablets, televisions, and gaming consoles), and equipment, ensuring effective resolution.

• Accurately evaluate whether Tier I support tickets should be forwarded or escalated to Tier III for further assistance.

• Conduct remote troubleshooting of network-related issues.

• Identify access points and assess their performance, including heartbeat signals and user counts.

• Determine if rebooting wireless access points is necessary to address connection problems.

• Use MAC addresses to verify the connection status of devices.

• Resolve issues pertaining to cables and video.

• Restart POE injectors, wireless access points, receiver racks, and other equipment managed via the remote power controller.

• Correct video and programming issues on Dish Smart Boxes.

• Manage situations escalated by property staff.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• A High School Diploma or GED is required.

• Expertise in network and wireless troubleshooting is essential.

• A minimum of 2 years of experience in customer service is required.

• Over 1 year of experience in technical support is necessary.

• Strong written and verbal communication skills are important.

• Excellent telephone etiquette is required.

• Ability to document details thoroughly.

• Strong technical troubleshooting skills are needed.

• Exceptional problem-solving abilities are a must.

• A genuine desire to assist others is essential.

• Effective communication skills are crucial.

• A commitment to being a vital part of a dynamic and supportive team is desired.

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

• Experience with Zendesk or similar ticketing systems is beneficial.

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

🏝️ Benefits

• Health, dental, and vision insurance.

• Retirement savings plan with company match.

• Paid time off and holidays.

• Opportunities for professional development.

• Performance-based bonuses based on position.