Help Desk Technician

Summary  (Mon- Fri 11am-8PM)

The role of Help Desk Technician is responsible for providing technical support to Mainstream Fiber Internet customers. HD Techs are responsible for tasks assigned by the Company in connection with service order and installation activation for residential customers. These tasks may include, but not be limited to, installation, maintenance and repair of voice, data, and/or service either remotely or at the customer premise. 

Role and Responsibilities 

• Works on assignments that are moderately complex in nature where judgement is used to resolve problems and make routine recommendations
• Monitors and notifies management when similar frequent issues occur so that appropriate action can be taken
• Work will generally be full time in an office settings, although overtime may be required, along with site visits to customer locations as needed
• May be required to perform additional duties and tasks as required by the Company
• Respond to request for assistance by phone, email, and system alerts/tickets
• Create, update, and provide follow up for tickets created in Mainstream’s customer relationship management portal
• Logs customer problems and tracks calls through resolution
• Escalate details of issues to NOC support if required
• Ensure timely escalation of customer problems by assigning priority and resolution
• Follow established documented procedures, and identify potential improvements
• Provide triage and support for network and circuit outages
• Perform additional tasks as assigned

Qualifications and Education Requirements 

• High School Diploma or equivalent education, required
• Experience in troubleshooting basic networking related issues: including routing, switching, firewalls, and DHCP
• Exposure to VOIP phones and knowledge of basic function
• Ability to identify and distinguish audible tones/levels and colors
• Ability to communicate naturally and pleasantly over the telephone
• Requires alertness and attention to detail with ability to work under stress

Preferred Skills 

• Associates or Bachelors’ degree in related field, preferred
• Network+ Certified, preferred

Additional Notes 

• Position is remote-based, following necessary in office training
• Please note the Help Desk at Mainstream is NOT a traditional PC Help Desk. There is no computer troubleshooting required, past knowing how to run speed tests, verifying the end user equipment is receiving an IP address, and other basic network checks

Mainstream Fiber Networks reserves the right to modify, interpret, or apply this job description in any way the organization desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This job description is not an employment contract, implied or otherwise.