Technical Support Specialist II (Future Opportunity)
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Job Description
At Alaska Communications, we’re committed to putting our team first, always being customer focused, having a can-do attitude, owning our results and always acting with integrity. This is what we hire for and what our team members exhibit each day. Want to make an impact with us?
This is a Future Opportunity
This is an ongoing posting. Applications will be actively reviewed for current and future openings and filled as vacancies become available. Please note while you may not be contacted immediately, we welcome your interest and look forward to connecting as openings arise.
POSITION SUMMARY
Support internal and external customers with applications, software, and/or hardware.
ESSENTIAL FUNCTIONS
Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Examples of Job Duties
Submit and monitor regular production jobs e.g. Bill cycles, monthly operational reports.
Answer calls, conduct initial triage and open tickets.
Plan, schedule, create, maintain and document (ROBOT) scheduled production jobs.
Notify appropriate contact of system outages or degradation.
Run diagnostics on servers. Perform other duties as assigned.
Respond to trouble tickets generated by Help Desk staff to assist internal users with PC related problems.
Answer and troubleshoot internal customer calls to the Help Desk.
Install software.
Provide excellent technical and customer service by answering & troubleshooting customer calls and/or via online chat.
Provide technical assistance to help customers resolve Internet, wireless, and phone issues.
Use ticketing system to establish customer account trouble history.
Create new tickets to document troubleshooting steps taken to resolve customer issues.
Meet or exceed service level agreements that will provide an outstanding customer experience.
Work other queue assignments and special projects as assigned, to be accomplished while tech is between customer calls.
Monitor assigned queues.
Perform other duties as assigned.
MINIMUM QUALIFICATIONS
Education Required
High School Diploma or equivalent.
Experience Required
A minimum of two years' experience working with PC’s. Basic knowledge of PC software and Microsoft office.
Preferred Qualifications
One Year of experience in the field of Internet Technical Support.
Additional Job Requirements
External applicants must successfully pass a pre-employment suitability assessment and drug test.
We hope you’ll join us as we change lives through technology.
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.