Support Technician I

ABOUT THE JOB Technical Support Tier 1 under general supervision will provide technical software, hardware and network problem resolution for Dobson Residential voice and internet users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. The Tier 1 Support Techs work within the Dobson ticketing system to create detailed work logs and technical documentation in resolving customer issues. ESSENTIAL FUNCTIONS/KEY RESPONSIBILITIES Identify and interpret customer needs and determine appropriate action. Perform Support for a variety of DSL/FTTH/VOICE solution problems. This will require troubleshooting and in-depth telephone support to analyze and resolve reported troubles. Provide professional customer service skills such as positive language, communications skills, problem solving skills, flexibility and obsessive attention to detail. Work with other Support Team Members to resolve reported trouble incidents and ensure timely resolution. Monitor open trouble incidents and ensure timely resolution. Manage field service technicians through resolution of customer trouble ticket. Identify problems and risk areas and be able to advise management of actions required to mitigate their impact. Notify Tier 2 Support of any potential problems or areas of concern. Participate in the on-call rotation as agreed by the Support Team. Other duties as assigned. Collaborate with business stakeholders to gather requirements, provide technical expertise, and recommend best practices. QUALIFICATIONS High School, Vocational, or applicable short course diploma. 2 to 4 years of experience working in a Help Desk/Tech Support position. Working knowledge of various operating systems, routers, and customer premise equipment. DESIRED QUALIFICATIONS: Microsoft, A+, or MCP certification. Cisco CCNA certification. SPECIAL REQUIREMENTS: Flexible Shift Schedule. On Call Rotation. SAFETY EXPECTATIONS Compliance with company safety policies, PPE, safe driving, DOT requirements, etc. ENVIRONMENTAL / WORKING CONDITIONS Work is primarily performed in a professional office environment. Occasional business travel may be required based on business needs. PHYSICAL REQUIREMENTS Ability to perform the essential functions of the position with or without reasonable accommodation. Requires the ability to communicate effectively and utilize standard office technology and equipment. May require remaining in a stationary position and moving throughout the work environment as needed to perform job responsibilities. Disclaimer: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.