Support Technician Tier II

The technical support tier 2 under general supervision provides technical software, hardware and network configuration and support for voice and internet services across Dobsons family of product offerings using step-by-step solutions in a call center environment. The tier 2 support techs work within the Dobson operating system to create detailed work logs and technical documentation in resolving customer trouble issues and configuring new services for a rapidly growing customer base.

• Provide advanced trouble‑shooting support for tier 1 escalations of a variety of DSL/FTTH/FTTB/VOICE/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 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.
• 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.

• 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.

• Microsoft, A+, or MCP certification
• Cisco CCNA certification

• Flexible shift schedule
• On‑call rotation
• Positive mental attitude