About The Role

Reports to: Network Operations Manager

Employment Status: Full-Time

FLSA Status: Non exempt

Position Summary

The Network Support Technician provides support to customer including troubleshooting basic technical issues, documenting and resolving support requests, and escalating more complex problems as needed.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following

Delivering comprehensive Level 1 IT Support for internal network users and external contracted clients.
Owning the diagnosis and resolution of customer service issues across all product lines, coordinating with technical teams as required.
Maintaining accurate records of customer interactions and ensure timely follow-up.
Ensuring the integrity of customer interactions and service order data through strict adherence to call guidelines.
Contributing to the development and maintenance of departmental procedural documentation and instructional resources.
Managing customer identification compliance in accordance with established CPNI regulations.
Promoting continuous improvement and error reduction by sharing best practices and pursuing professional development.
Collaborating with field technicians to troubleshoot and resolve complex customer service issues.
Executing comprehensive system and provisioning audits to ensure operational accuracy across switches and devices.
Managing the equipment refurbishment cycle to maintain a ready inventory of redistributed hardware.
Overseeing after-hours dispatch operations and on-call technician scheduling.
Managing the processing and resolution of DMCA violations per legal and departmental protocols.
Maintaining accurate inventory tracking and reconciliation for the Call Center.
Optimizing field installation workflows through the efficient registration of network hardware.

Minimum Qualifications (Knowledge, Skills, and Abilities)

High School Diploma or equivalent is required. Associate’s degree or two to five years’ experience or equivalent training in computer-based skills is strongly recommended. Extensive knowledge of telephony is required.
Working knowledge of MAC Addresses, DHCP Logs, and IP Addresses
Familiarity with OTT applications that use the Internet, (Roku, Apple, Cloud computing etc..), fire walls, spyware, malware, and viruses, and computer repair.
Knowledge of how the telephone works (tip and ring) and the ability to troubleshoot a problem with the customer. Must demonstrate proficiency in switch testing system and voicemail. Must be able to use these skills in the training of support technicians.
Excels through formal and informal training sessions and exhibits a willingness and desire to learn.

Physical Demands

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
RTC is an Equal Opportunity Employer, drug free workplace, and complies with ADA
regulations as applicable.