Network Support Technician

Overview:

Allbridge delivers one connected experience with all data, video and voice technologies for hospitality, healthcare and higher education organizations. Formerly Bulk TV & Internet, DCI Design Communications and EthoStream, Allbridge currently serves more than one million rooms nationally and positions properties for the future while strengthening the relationships they have with their customers.

As a representative of Allbridge, you will be primarily responsible for being a primary point of contact for all guest and staff issues and all security requests for the products and services of our customers; monitoring all customer systems and ensuring outages and hardware issues are addressed quickly, effectively, and proactively. You will ensure all questions and requests are handled immediately with greater than 90% resolution on first call.

We are a 24/7/365 Call Center. You must be able to work a flexible schedule to include weekends and some holidays. All Shifts – 1st, 2nd, 3rd – available.

 

Duties and Responsibilities:

  • Is the first level of escalation from Analysts for the Support Department
  • Ensures all responsibilities of Analysts are being performed, picking up any tasks as needed
  • Reviews, updates, and assigns out all Analysts tickets
  • Works toward resolution of any Analyst tickets and more difficult tickets and issues
  • Assists in training new hires and ‘trickle-down’ training of any new material Be available for questions and escalated calls or issues from Analysts
  • Ensures all questions and requests are handled immediately with greater than 90% resolution on the first call
  • Monitors all customer systems and ensures that outages and hardware issues are addressed quickly and effectively
  • Typically has moved through the Analyst position and has gained an extensive amount of knowledge and experience
  • Provides guidance and cross-training to other technicians as needed

 

Qualifications:

  • One year certificate from college or technical school specializing in Computer Networking; or one year related experience and/or training; or equivalent combination of education and experience
  • At least one year of experience with Computer Networking, Customer Service, Phone Communication, and Technical Support
  • General computer and networking knowledge is required
  • Previous technical call center work is a benefit but not required
  • Show competence in both troubleshooting network equipment and end user connection settings
  • Ability to multitask is important as is customer focus and attention to detail
  • Written skills are necessary, as documenting customer issues and troubleshooting steps effectively and completely is vital to expedited issue resolution
  • Must have a professional, outgoing, guest-service oriented manner
  • Able to work a flexible schedule to include weekends and holidays
  • Must be friendly, courteous, service-oriented, and flexible and enjoy working with a variety of staff
  • Each applicant is reviewed based on general computer experience, Linux/Unix experience, previous call center or phone support experience, networking and/or programming experience

 

Characteristics of a High Performer:

  • Customer service oriented with good interpersonal skills; able to respond promptly to client needs, follow through and resolve issues in a pleasant and helpful manner
  • Highly detail oriented, organized and process focused with ability to multi-task
  • Is dedicated and committed to problem resolution
  • Willingness to share knowledge with team members, superiors and users
  • Carries a humble attitude about knowledge limitations
  • Ability to think logically and creatively
  • Ability to apply knowledge to new situations
Click Here To Apply
Please note that all resumes received will be considered active for a period of 30 days after receipt. Please note that we will not accept phone or walk in candidates. If you are interested in multiple positions, please apply for each opening for which you are qualified. All job offers are contingent on successfully passing our employment background screening. Allbridge is an Equal Opportunity Employer and participates in E-Verify. We invite you to check our website for future job openings.