Responsible for taking technical support calls from customers and
troubleshooting to identify appropriate resolution for managed WIFI services.
Diagnose and troubleshoot DHCP, OSI Layer 1 and 2 issues remotely with
both technical and non-technical onsite resources.
Verifies network outages and escalate to appropriate fix agents to ensure timely
resolution (Tier 2, field operations etc.) with a primary emphasis on a
quality first call resolution. Accurately documents problems including
detection information, diagnostic results and repair information by
utilizing the trouble ticketing system, customer portal and network
monitoring tools. Uses multiple software systems and applications to
ensure customer service orders and repair tickets are completed
accurately and on-time. Works on straight forward tasks using