Tech Support Agent
Core
Handle inbound support requests via phone, portal, email, and network monitoring tools to diagnose and resolve network issues remotely and on-site.
Role type
Tech Support Agent (Network)
Builds
Managed services and customer connectivity
Domain
Telecommunications / Network Infrastructure
Deliverable
client delivery
Required skills
Customer service experience, verbal communication, written communication, computer proficiency, Microsoft Office, network troubleshooting, DHCP troubleshooting, on-site service, de-escalation, documentation
Responsibilities
Handle inbound support requests by phone, portal, email, and network monitoring tools; manage call queues; diagnose and resolve network issues remotely and on-site; troubleshoot DHCP issues; coordinate with field service technicians; identify and de-escalate difficult customer situations; document problems accurately using network monitoring and software systems; perform on-site service visits when needed.
Seniority
Individual Contributor
