Support Technician Tier Ii

Under general supervision, provide technical software, hardware and network configuration and support for voice and internet services across Dobson's family of product offerings using step by step solutions in a call center environment.
Scope:
The Tier 2 Support Techs work within the Dobson operating system to create detailed work logs and technical documentation in resolving customer trouble issues and configuring new services for a rapidly growing customer base.
Duties: Provide Advance trouble-shooting support for Tier 1 escalations of a variety of DSL/FTTH/FTTB/VOIP solutions. Work with and train Tier 1 Support Techs in advancing troubleshooting skills and knowledge of Dobson products and offerings. Manage field service technicians through resolution of customer trouble tickets and installations. Provision, test, and turn up all service requests for new or modified services as they are required. 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 management of major network outages and resolutions. Participate in the on-call rotation as agreed by the Support Team. Other duties as assigned. Qualifications/Requirements: High School, Vocational, or applicable short course diploma. 3 to 5 years of experience working in a Help Desk/Tech Support position. Working knowledge of various operating systems, routers, and network elements. Ability to perform basic system administration functions to assist network engineers with day-to-day maintenance. Desired: Microsoft, A+, or MCP certification Cisco CCNA certification Special Requirements: Flexible Shift Schedule On Call Rotation Positive Mental Attitude