NeuBeam is a leading local internet service provider, proudly serving Garrett County with high-speed internet and voice services. Known for our reliable service and exceptional customer support, we help keep our communities connected with cutting-edge technology. For the past five years, we've been recognized on the Inc. 5000 list as one of America’s fastest-growing private companies.
We’re looking for a Tier II Technical Support Technician to join our growing team.
Job Description:
The Tier II technician support technician’s role is primarily responsible for providing remote technical support by phone to customers of the NeuBeam ISP/MSP network. The Tier II tech will work to resolve technical issues escalated by Tier I technical support. If remote resolution of the issue is not possible, the Tier II Tech will escalate the ticket to Tier III or schedule to dispatch a field technician.
Why Join NeuBeam?
NeuBeam is a fast-growing Internet and Managed Service Provider with markets across the U.S. We offer a full suite of services including Fiber, Microwave Backhaul, Fixed Wireless Broadband, and Cable Internet. This is a great opportunity to grow your technical skills and advance your career in a dynamic and supportive environment.
Job Requirements:
- Ability to work from home as needed. (requires a quiet workspace, high quality phone service, and a stable broadband connection).
- Some travel may be required.
- 2-3 years technical support / Helpdesk experience.
- Good understanding of networking fundamentals.
- Experience supporting basic router and switch functions. (NAT, DHCP, Port forwarding, VLAN's, Spanning Tree, DNS, ICMP etc..)
- Experience supporting 802.11 WiFi connectivity.
- Experience in a fixed wireless network (PTP and PMP) with a good grounding in RF fundamentals is desired but not required.
- Experience working with Fiber or Cable internet systems is desired but not required.
- Experience working with customer management and ticketing software.
- Self-motivated, able to work productively with minimal supervision.
- Able to quickly research equipment and software functions and features.
- Proficient with basic Microsoft Office applications (Word, Excel etc..).
- Excellent communication skills, ability to document complex technical issues.
- Must be organized and able to manage multiple schedules.
- Experience supporting desktop and mobile operating systems.
- Customer service training (ability to maintain call control and deal with frustrated customers).
- Flexible schedule (on-call and shift may be required).
Candidates should have a caring attitude towards customer needs and expectations, a positive mental attitude, and a willingness to learn our systems and practices. Applicants should have the ability to handle customer interaction in a professional and courteous manner. Candidate should have a clean driving record.
Job Type: Full-time
Pay: $18.00 - $24.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Ability to Commute:
- Oakland, MD 21550 (Preferred)
Work Location: In person
