Sr Associate Network Technology Support

Job Description:

Job Description:

Overall, Purpose: The Out of Band (OOB) Help-desk is responsible for providing technical support to end-users. This role involves troubleshooting for OOB Dial lines that apply to EVPN, MRS, MDNS, MIS and AVTS networks. Familiarity with deploying, manage and access to POTS and LTE Modems. Digi Modem/Router using Digi Remote Manager (DRM) and Flexware is a plus. Ensuring timely resolution or further escalation to resolve the issue. The agent will work closely with users to resolve problems, provide guidance, and enhance the overall user experience.

Key Roles and Responsibilities:

Take customer calls and provide accurate, satisfactory answers to their queries and concerns. This may include solicitation, inquiries, problem resolution.

Diagnose and resolve technical problems, including system performance issues, application errors, and connectivity problems.

Monitor system performance and alerts, addressing potential issues proactively.

De-escalate situations involving dissatisfied customers by offering assistance and support.

Guide callers through troubleshooting, navigating the company site, or using products or services.

Collaborate with other service center professionals to restore services.

Ability to work, interact, and communicate with internal and external customers.

Maintain accurate records of issues, resolutions, and user interactions in the help-desk ticketing system.

Requires the ability to navigate a computerized data entry system or other relevant applications.

Minor technical troubleshooting experience and understanding.

Must be able to follow directions and work as part of a team.

Data networking knowledge is a plus.

Able to speck Fluid English is Must

Education: High School Diploma or GED preferred

Experience:

Typically, 1-3 years of experience in a help-desk or technical support role.

Strong understanding of computer systems, networks, and software applications.

Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

Superior organizational skills able to manage multiple priorities simultaneously and execute quickly.

Weekly Hours:

Time Type:

Location:

It is the policy of ATT to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, ATT will provide reasonable accommodations for qualified individuals with disabilities.