JOB TITLE: WiFi Technical Support Technician
WiFi Technical Support Technician is a senior level technical position within the company. Receives ticket escalations from members of the Customer Service team and from the Field Technicians Manager and Supervisors as well as Senior Managers escalations regarding technical issues. Works with limited supervision and must be adept at multi-tasking. Creates and updates documentation on “how to” program and/or troubleshoot complex issues and provides training to the technical staff. Serves as an on-call supervisor.
MAJOR DUTIES AND RESPONSIBILITIES
Receives trouble and MAC ticket escalations for complex issues from Customer Service team members, field technicians via their Manager and/or Supervisors, and senior managers in the company.
Recognizes accepts and prioritizes the urgency of trouble ticket resolution and can manage multiple priorities associated with the concept of “there is more than one fire going on at the same time.”
Assumes “ownership” responsibilities of Trouble Tickets and MAC Tickets which have been escalated to Level 4 which includes providing updates within projects and the NOC as appropriate.
Works proactively to prevent new issues from reaching the complex, escalated status. For example, Level 4 will review tickets which have more than a threshold # hours and will work toward establishing and documenting the best trouble shooting practices to help minimize hours. As another example, Level 4 could be assigned a global issue to research and troubleshoot, while not actually being assigned a specific customer ticket.
Dispatches for escalated tickets, field research and complicated installations on an as-needed basis.
Uses the lab to duplicate issues for improved troubleshooting and testing; uses lab for training technicians where appropriate.
Conducts training sessions with field technicians and customer support specialists, no less than on a monthly basis. Shares with Customer Service team the resolution of complex issues both verbally and via documentation.
Conducts one-on-one training sessions with technicians as requested by the department manager.
Serves on the Marriott team and participates in all GPNS technical calls.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Experience in programming and installing Routers, Internet Gateway Servers, Layer2/3 Ethernet Switches and Wireless Access Points in commercial environments
Excellent networking skills in order to troubleshoot 4th level customer issues
Expertise in troubleshooting complex problems in various manufacturer equipment types
Excellent knowledge of Word, Excel, and Visio.
Bachelor's degree or equivalent combination of education and experience
Certification in A+, Network+, CCENT, CCNA, or CCNP are a plus.
Valid driver’s license required.
Related Work Experience Number of Years
Lead technician experience 2+
Lift 50 lbs, Climb ladders, Work overhead, bend and stretch to reach areas to be installed, drive long distances.
Flexibility to travel out of town as needed in the Level 4 role, over-night for up to two-week intervals.
Flexibility to work nights and week-ends for “on-call” supervisor rotation in first and second level supervisory roles.
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Charter is committed to diversity, and values the ways in which we are different.
A little about us:
Spectrum is the nation’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products.