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Technical Support Technician

Bangor, Maine

Contact Details

  • Company: OTELCO
  • Contact Name: Kelly Elias
  • Contact Email:
  • Career Website: https://www.otelco.com
  • Contact Phone: 207-992-9905

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Employer's Job Description

Technical Support Technician position will be a key position within OTELCO's Network Operations Center. This position is responsible for providing Leve I and potentially some Level II troubleshooting and technical assistance inthe areas of our voice-switched, optical transport and Internet and IP based networks for both our ILEC and CLEC operations.

Essential Job Functions:

  • Document all calls via our Ticketing System.
  • Answer incoming customer repair calls, assist with new installation setup - data and/or voice, resolve customer complaints of any type.
  • Communicate complex technical issues to customers in an easy to understand manner.
  • Perform customer call backs and provide small business customer support.
  • Proactively monitor all in-service systems and respond to major events appropriately.
  • Ability to work in a fast-paced environment and multi-task.
  • Perform duties as ILEC and CLEC Dispatcher.
  • Provide DSLAM, E-mail and voice switch provisioning.
  • Maintain and supply timely updates for open trouble tickets in terms of accurate trouble and resolution tracking. Maintain interaction with customer directly during the troubleshooting process.

Knowledge and Skills:

  • Experience in troubleshooting Dialup internet, support Transport and Voice-switched services or IP Network technology.
  • Experience in Microsoft OFfice Suite, Access, Visio and WAN/LAN technology.
  • Knowledge of telecommunications technology, products and services.
  • Must have strong self-motivational skills and prioritization abilities.
  • Skill in operating various office equipment such as personal computer and telephone systems.
  • Ability to pay close attention to detail.

Education:

Associates degree or equivalent experience plus 1 - 3 years telecommunications experience.