Reports To
Chief Technologist
Description
The Technical support representative is a customer‐facing
position. This role is paramount to the organization’s trustworthiness and
public image. The duties are focused primarily on customer‐support
both remotely and on site, as well as Installation support through service
provisioning and technical support.
Position Type
Full Time with benefits package. Evening and weekend on-call rotation is
required.
Key Responsibilities
- Interact with customers to provide information
and support via phone, email and on site
- Diagnose and resolve technical hardware and
software issues involving internet connectivity, IPTV, copper and fibre optic wiring, VOIP and more
- Perform on site visits for support issues such
as exchanging equipment, repairing wiring and training customers
- Identify and escalate advanced issues using
ticketing system
- Maintain accurate ticket records of customer
support requests using ticketing system
- Follow up and make scheduled call backs to
customers when necessary
- Perform customer service provisioning via
specialized computer software
- Prepare and submit phone porting documentation
Knowledge, Skills & Experience
- Experience troubleshooting and resolving hardware,
software and network connectivity issues in an end-user environment
- Solid understanding of networking, operating
systems, and Microsoft software
- Setup and troubleshoot mobile devices
- Strong troubleshooting and problem solving
abilities
- Excellent analytical, organizational and
decision making skills
- Effective listening, verbal and written
communications skills
- Be able to work in a team environment, while
being self-motivated
Education
- High School diploma or equivalent
