Help Desk Technician

Website Mainstream Fiber Networks

Job details

Salary $13 – $15 an hour
Job Type Full-time
Number of hires for this role 2

Qualifications

  • Driver’s License (Required)
  • US work authorization (Required)
  • High school or equivalent (Preferred)
  • Help desk: 1 year (Preferred)
  • Windows: 1 year (Preferred)

Full Job Description

This position is based in Corydon, IN

The role of the Help Desk Technician is to provide technical support to Mainstream Fiber Internet customers. Responsible for tasks assigned by the Company in connection with service order and installation activation for residential customers. These tasks may include, but not be limited to, installation, maintenance, and repair of voice, data, and/or service either remotely or at the customer premise.

Duties include, but are not limited to, the following:

Respond to request for assistance by phone, email, and system alerts/tickets

Create, update, and provide follow-up for tickets created in Mainstream’s customer relationship management portal.

Logs customer problems and tracks call through resolution

Escalate details of issues to NOC support if required

Ensure timely escalation of customer problems by assigning priority and resolution

Follow established documented procedures, and identify potential improvements

Provide triage and support for network and circuit outages.

Works on assignments that are moderately complex in nature where judgment is used to resolve problems and make routine recommendations.

Monitors and notifies management when similar frequent issues occur so that appropriate action can be taken.

Work will generally be full-time in an office setting, although overtime may be required, along with site visits to customer locations as needed.

May be required to perform additional duties and tasks as required by the Company.

Must meet Mainstream’s standards of professionalism in communications and appearance.

Must wear Mainstream branded attire. Wears appropriate safety apparel and is aware of and follows all established safety practices and procedures.

Ability to identify and distinguish audible tones/levels and colors.

Must be able to pass the initial hire drug screen. Mainstream will also perform random drug screening.

Must be able to drive a company vehicle.

Ability to communicate naturally and pleasantly over the telephone.

Ability to professionally communicate extensively in person during in-home visits.

Requires alertness and attention to detail. Ability to work under stress.

A valid driver’s license.

Able to operate applicable test equipment.

Computer skill set knowledge using Linux and Windows environments.

Previous experience in troubleshooting basic networking-related issues: including routing, switching, firewalls, and DHCP.

Exposure to VOIP phones and knowledge of the basic function

Network+ Certified

Benefits:

  • Health insurance
  • Paid time off

Schedule:

  • Monday to Friday

Application Question(s):

  • This position is based in Corydon, Indiana. Are you able to commute?

Education:

  • High school or equivalent (Preferred)

Experience:

  • Help desk: 1 year (Preferred)
  • Windows: 1 year (Preferred)

License/Certification:

  • Driver’s License (Required)

Work Location: Multiple Locations

To apply for this job please visit www.indeed.com.

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