Technical Support Technician

Here at GoNetspeed, we believe in the power of connectivity. We believe that life doesn’t wait for us to catch up. We believe that providing the fastest and most reliable Internet to the communities we serve means committing to the present and building for the future. And we believe that our amazing team of employees are the key to our future and vision of connecting communities for today and for whatever comes next. If this excites you, come and join our team. Technical Support Technician position will be a key position within GoNetspeed's Network Operations Center. This person will be responsible for providing Level I and potentially some Level II troubleshooting and technical assistance in the areas of our voice-switched, optical transport and Internet and IP based networks for both our ILEC and CLEC operations. This person will directly report to the Technical Support Manager and will interface with the other work groups as needed. Essential Job Functions: Basic overall: Clearly documenting ALL calls via our Ticketing System. Communicating complex technical issues to customers in an easy-to-understand manner. Respond professionally and proficiently to internal and external customers. Perform customer call backs as appropriate and 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 proficiently. Level I Support: Answer incoming Customer repair c