Tier II Technical Support Technician

The Tier II technician support technician’s role is primarily responsible for providing remote technical support by phone to customers of the NeuBeam ISP/MSP network. The Tier II tech will work to resolve technical issues escalated by Tier I technical support. If remote resolution of the issue is not possible, the Tier II Tech will escalate the ticket to Tier III or schedule to dispatch a field technician.

• Ability to work from home as needed. (requires a quiet workspace, high quality phone service, and a stable broadband connection).
• Some travel may be required.
• 2-3 years technical support / Helpdesk experience.
• Good understanding of networking fundamentals.
• Experience supporting basic router and switch functions. (NAT, DHCP, Port forwarding, VLAN’s, Spanning Tree, DNS, ICMP etc..)
• Experience supporting 802.11 WiFi connectivity.
• Experience in a fixed wireless network (PTP and PMP) with a good grounding in RF fundamentals is desired but not required.
• Experience working with Fiber or Cable internet systems is desired but not required.
• Experience working with customer management and ticketing software.
• Self-motivated, able to work productively with minimal supervision.
• Able to quickly research equipment and software functions and features.
• Proficient with basic Microsoft Office applications (Word, Excel etc..).
• Excellent communication skills, ability to document complex technical issues.
• Must be organized and able to manage multiple schedules.
• Experience supporting desktop and mobile operating systems.
• Customer service training (ability to maintain call control and deal with frustrated customers).
• Flexible schedule (on-call and shift may be required).

Candidates should have a caring attitude towards customer needs and expectations, a positive mental attitude, and a willingness to learn our systems and practices. Applicants should have the ability to handle customer interaction in a professional and courteous manner. Candidate should have a clean driving record.

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Employee discount
• Vision insurance
• Health savings account
• Dental insurance, * 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

NeuBeam is a leading local internet service provider, proudly serving Garrett County with high-speed internet and voice services. Known for our reliable service and exceptional customer support, we help keep our communities connected with cutting-edge technology. For the past five years, we’ve been recognized on the Inc. 5000 list as one of America’s fastest-growing private companies., NeuBeam is a fast-growing Internet and Managed Service Provider with markets across the U.S. We offer a full suite of services including Fiber, Microwave Backhaul, Fixed Wireless Broadband, and Cable Internet. This is a great opportunity to grow your technical skills and advance your career in a dynamic and supportive environment.