NOC Techician- Helpdesk

Single Digits Inc - Bedford, NH (30+ days ago)3.5


Single Digits is a leading global provider of High Speed Internet Access (HSIA) management and support solutions, guest management software and technical support services. We offer a complete guest HSIA solution, including components of IP network design, engineering, professional services, ongoing maintenance, networking monitoring, multi-lingual support, revenue reporting and authentication tracking.

Our innovative Broadband Authentication Platform (BAP) empowers properties to tailor their HSIA to the unique needs of a variety of industries, including hospitality, property management, health care, government, education, travel and more. Thanks to our managed service business model, our clients are able to boost revenues, strengthen customer loyalty and better promote their own brands without capital expenditures.

About the Position:
Daily duties and responsibilities include: Assisting customers experiencing any procedural or operating difficulty. Complex and/or high priority problems are elevated to specialist support groups for resolution when needed. The Helpdesk Technician is responsible for ensuring that an effective solution is provided to the user.

Job Responsibilities:
Ensure a knowledgeable, consistent, and positive experience for our customers
Able to work with customers via phone and/or email.
Good work habits under pressure.
Troubleshoot problems, answer questions, instruct customers regarding the various questions/problems they present.
Provide first level of contact and create a ticket for each call.
Update tickets with appropriate troubleshooting steps completed.
Close tickets with resolution entered upon completion of the job.
Follow appropriate escalation procedures.
Determine the most effective manner to resolve customer's technical issues. Engage in research and in-depth troubleshooting to resolve technical issues.
Consult with Specialist when necessary.
Participate in additional training to increase knowledge and be able to assist with more complex issues
Resolve escalated Level 1 guest tickets in a timely manner.
Grow your knowledge of Helpdesk procedures and services.
Identify and escalate situations requiring urgent attention.
Responsible for making correct configurations on access points, switches and gateways.
Work on Helpdesk related projects assigned by Supervisor or Manager.
Ability to work independently and in a team setting.

Requirements:
This position requires a highly motivated individual willing to work as part of a team in an exciting, fast-paced environment.

Knowledge of basic Networking protocols
Previous experience in a related field is a plus
Bilingual candidates preferred, but not required

Compensation and Benefits:
Full Time Position- Flexibility in scheduling to include nights and weekends
Wages commensurate with experience
Medical
Dental
Vision discounts
Domestic Partner benefits
401(K) with company match
Voluntary Life/AD&D
Long Term Disability (LTD)
Employee Assistance Program
Health and Wellness Program
Flexible Spending Account
Holidays- 6 per calendar year
Paid Time Off (PTO)
Reimbursement Plans
We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

  • Resumes submitted by recruiting firms unless specifically requested by Human Resources will not be accepted. Unsolicited resumes will be ineligible for referral fees.