Job Summary: This position is responsible for day-to-day operations related to business-class technical support services.
Essential Job Duties and Responsibilities:
Alarm monitoring using various software platforms
Answer all support requests, troubleshoot, or escalate as required.
Troubleshoot various issues including but not limited to:
Network and transport support services
Business and residential telecommunication troubleshooting and escalations
Vision Net video conferencing solutions
PSAP/911 technical support
DNS, e-mail, and web hosting services
Maintain timely response to all customer support requests.
Provide accurate and detailed ticketing notes and e-mails including but not limited to:
Initial issue
Escalations and resolutions
All troubleshooting steps
Updating team leads, supervisors, and managers on all critical issues including outages
Promptly and...