Service Desk Operator
Bixby, OK
I. POSITION SUMMARY:
The Service Desk Operator is responsible for providing Second Level Support Help Desk functions for residential and business customer premise equipment, software, and services. Service Desk functions include coordination and collaboration with First Level support, ISP, MSP (Tech Protect) and Information Systems (IT) departments to assist with accomplishing service support objectives and projects.
II. JOB RESPONSIBILITIES:
A. Service Desk: Incident Management
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Respond to incident reports and ticket escalations from First Level Support in a timely manner.
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Interface directly with customers to troubleshoot and resolve issues involving telephone, PC, LAN, Wi-Fi, VoIP, and/or PBX equipment.
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Coordinate ticket escalation to Third Level Support, Field Support (I&R), or third-party providers.
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Help develop, maintain, and adhere to troubleshooting procedures for supported services.
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Close incident records (trouble tickets): Correctly categorize incidents for problem identification and to check for completeness of information.
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Work with customers over the phone, email, and/or text to schedule the dispatch of a tech for repair on a Trouble Ticket.
B. Service Desk: Change Management
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Process service orders to deliver services in a timely and efficient manner.
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Facilitate and document service transitions and qualification.
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Assist with the testing, configuration, and documentation of services and related customer premise equipment.
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Work with OSP to maintain accurate facilities records in OSS.
C. Participate in Projects
- Work with project teams under the supervision of the project manager.
D. Performs other related duties as assigned by management.
II. DISTINCTION OF POSITION LEVELS:
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Level I – performs the job at a satisfactory level but may require regular supervision.
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Level II – performs the job at a satisfactory level and requires occasional coaching.
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Level III – exhibits skill proficiency, little or no coaching required.
III. EDUCATION, EXPERIENCE & SKILLS:
The required specifications (education, experience, and skills) are those that the employee must have to hold the position. Applicants applying for this position must possess the required specifications in order to be considered for the job. The desired specifications are those that are not required for the employee to hold the position, but the employee should try to obtain the desired education, experience, and/or skills to be effective and successful in the position.
1. Required Education:
- Highschool graduate or equivalent
2. Desired Education:
- 2-year College degree in a technology related field, relevant certifications and/or training
3. Required Experience:
- 1+ year experience with technical support
4. Additional Desired Experience:
- Any mix of the following: LAN and ISP network fundamentals and protocols, Wi-Fi, PBX, telecommunications, call center experience.
5. Required Skills:
- Attention to detail, critical thinking, and analytical skills. Ability to work effectively with internal and external customers in a team environment. Proficient in use of Windows desktop operating systems and standard office applications. Basic home and small business LAN setup and troubleshooting. Diagnostic, troubleshooting, and problem-solving skills for typical user issues. Ability to solve common problems independently, quickly, and completely. Communicate clearly and effectively with customers, peers, supervisor, and other department members through verbal and non-verbal communication. Dexterity and familiarity with hand tools. 40+ WPM.
6. Desired Skills:
- Aptitude for learning new material quickly. Able to take the initiative and to work with or without regular supervision. Process documentation and diagram skills.
Bixby Telephone Company dba BTC Broadband offers competitive pay and excellent benefits including Medical, Dental, Vision, 401K, and more.
If interested in applying for this position please e-mail your resume to Human Resources at btc-jobs@mybtc.com. No phone calls please.