Job Information
Dobson Fiber Support Technician Tier II in OKC, Oklahoma
Job Description: Under general supervision, provide technical software, hardware, and network configuration and support for voice and internet services across Dobson's family of product offerings using step-by-step solutions in a call center environment. Scope: The Tier 2 Support Techs work within the Dobson operating system to create detailed work logs and technical documentation to resolve customer trouble issues and configure new services for a rapidly growing customer base. Duties: Provide Advance troubleshooting support for Tier 1 escalations of various DSL/FTTH/FTTB/VOIP solutions. Work with and train Tier 1 Support Techs in advancing troubleshooting skills and knowledge of Dobson products and offerings. Manage field service technicians through the resolution of customer trouble tickets and installations. Provision, test, and turn up all service requests for new or modified services as they are required. Monitor open trouble incidents and ensure timely resolution. Manage field service technicians through the resolution of the customer trouble tickets. Identify problems and risk areas and be able to advise management of actions required to mitigate their impact. Notify management of major network outages and resolutions. Participate in the on-call rotation as agreed by the Support Team. Other duties as assigned. Qualifications/Requirements: High School, Vocational, or applicable short-course diploma. 3 to 5 years of experience working in a Help Desk/Tech Support position. Working knowledge of various operating systems, routers, and network elements. Ability to perform basic system administration functions to assist network engineers with day-to-day maintenance. Desired: Microsoft, A+, or MCP certification Cisco CCNA certification Special Requirements: • Flexible Shift Schedule • On Call Rotation • Positive Mental Attitude
