Support Technician Tier II

Dobson Fiber Co - Oklahoma City, OK

Full-time - Mid Level

Oklahoma City, OK

About the position

The Support Technician Tier II at Dobson Fiber is responsible for providing advanced technical support for software, hardware, and network configurations related to voice and internet services. This role involves troubleshooting escalated issues from Tier 1 support, managing field service technicians, and ensuring timely resolution of customer trouble tickets in a call center environment. The position requires a proactive approach to problem identification and resolution, as well as the ability to create detailed documentation and logs for customer interactions.

Responsibilities

• Provide advanced troubleshooting support for Tier 1 escalations of various DSL/FTTH/FTTB/VOIP solutions.
• Work with and train Tier 1 Support Techs in advancing troubleshooting skills and knowledge of Dobson products and offerings.
• Manage field service technicians through the resolution of customer trouble tickets and installations.
• Provision, test, and turn up all service requests for new or modified services as required.
• Monitor open trouble incidents and ensure timely resolution.
• Identify problems and risk areas and advise management of actions required to mitigate their impact.
• Notify management of major network outages and resolutions.
• Participate in the on-call rotation as agreed by the Support Team.
• Other duties as assigned.

Requirements

• High School diploma or GED.
• 3 to 5 years of experience working in a Help Desk/Tech Support position.
• Working knowledge of various operating systems, routers, and network elements.
• Ability to perform basic system administration functions to assist network engineers with day-to-day maintenance.

Nice-to-haves

• Microsoft, A+, or MCP certification
• Cisco CCNA certification

Benefits

• Flexible Shift Schedule
• On Call Rotation
• Positive Mental Attitude