Employment Type
Full-time
Job Location
Ft Mitchell, Kentucky
Date posted
November 11, 2020
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Position title
Tier 3 Technical Support
Description

The Tier 3 Tech Support Technician will work as part of a team to assist field technicians with installer support, communicate outages between other teams, resolve ticket escalations from tier 2, and assist with documentation and training of tier 2 and tier 3 team members.

Responsibilities
  • Assist field service technicians via tickets, calls, and chats to support them in resolving in-field issues such as provisioning, equipment placement, tower information, and other field service questions.
  • Communicate outages and outage response between Tier 2 Tech Support and NOC teams via chat and ticket entries
  • Assist in the processing and resolutions of ticket escalations from Tier 2
  • Assist in the creation of process documents, how-to documents, training materials, and other support materials for Tier 2 and Tier 3 support groups
  • Communicate with customers and other team members for problem-solving processes
  • Work as a team to solve customer problems and increase efficiency and quality of problem-solving process
Qualifications
  • Great communication with others both verbal and non-verbal
  • Ability to work well in a team to solve problems and gain and share knowledge
  • Proficient with networking and wireless technologies
  • Understanding of the problem-solving process and logical thinking
  • Good note-taking and documentation skills
  • Good listening skills
  • High School Diploma or GED
  • Understanding of internet networking, wireless technologies, and routing
  • Associates Degree in Network Administration preferred
  • Remote – from home office
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Position: Tier 3 Technical Support

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