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    Technical Support Technician - Orlando, United States - TEKsystems

    TEKsystems
    TEKsystems Orlando, United States

    5 days ago

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    Description

    Job Description

    Job Description

    Description:

    A technician should expect to handle 15+ tickets per day. The interaction with the business customer will be anywhere from 10-15 min on average. The technician will spend time researching, analyzing, and troubleshooting the cause of the network issue. If tech is unable to resolve the issue he or she will escalate the ticket to the appropriate team which can be multiple teams: NOC, Network Administration, Engineering, Field Operations, etc.

    Top Skills:

    1.) Ideally 2+ years of General Network/Telecommunication Troubleshooting experience

    2.) Experience working in a Contact Center, Technical Support role – Customer Focused

    3.) Customer Service, Documenting (ticket tracking/creation)

    As a knowledgeable and confident Enterprise Technical Support I, you focus on enhancing and simplifying the client experience. With a positive and patient attitude, you provide frontline assistance from our 24/7 operations center to business clients who subscribe to our voice, video, data and managed services. You excel at connecting with clients, troubleshooting potential technical issues and proactively addressing situations by providing step by step directions towards a resolution. You accelerate the resolution process by collaborating with other departments, such as Network Operation Centers (NOCs), Network Engineering or Field and Client Account teams. You thrive in an office environment supporting clients across the Spectrum footprint. You report directly to the Manager of Enterprise Technical Support for goals, guidance and assistance.

    Benefits: Health, Dental, Vision

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