Level 2 Technical Support Technician

Michigan Broadband Services Job Posting

Michigan Broadband Services is looking for multiple Level 2 Technical Support Technicians to join our growing team. The Level 2 Support Technicians will report onsite to our Escanaba, MI office. The ideal candidate will have exceptional customer support skills and will be responsible for utilizing our in-place systems to enter and resolve end-user tickets in a timely and accurate manner. The Level 2 Technical Support Technician will report to the Level 2 Technical Support Manager. Our Level 2 Technical Support has extended business hours, and our Level 2 Technical Support Technicians will work rotating shifts that require some evenings, weekends and holidays as necessary.

Responsibilities:

• Deliver excellent customer experiences to our end-users in all interactions.
• Resolve new and escalated service tickets with minimal oversight, persevering until resolved.
• Handle inbound support requests with first-call resolution as a priority utilizing our in-place systems and diagnostic tools.
• Enter and close customer support requests in our internal system.
• Work directly with end-users in a timely, professional and courteous manner.

Qualifications:

• Associate's degree in technology related field or a combination of education and work experience.
• Knowledge of FTTH, DSL and VoIP technology.
• Excellent problem solving and client relationship skills.
• Ability to learn and retain new technology skills for troubleshooting processes.
• Must be a team player and present yourself professionally in high stress situations.

Benefits (for Full Time employees):

• Health, dental and life insurance.
• 401(k) with match.
• Paid time off.
• Holiday pay.