ABOUT THE TEAM

WhiteSky partners with student housing, luxury apartments, hotels, adult living, and assisted living/hospitals to provide bulk Internet, Cable, and Voice services. WhiteSky has established itself as an industry leader with 30%+ growth in projected in 2022 - 2023 and beyond.

WHAT YOU’LL DO

We are seeking a Tier 2 Help Desk Agent to join our fun team that is based in Tuscaloosa, AL. You will be responsible for Troubleshooting a variety of technical issues relating to networks, devices (laptops, cell phones, tablets, TVs, game consoles, etc...), and equipment issues.

PRIMARY RESPONSIBILITIES

• Troubleshoot network, devices (laptops, cell phones, tablets, TVs, game consoles, etc.), and equipment issues
• Accurately determine if Tier I tickets should be dispatched or escalated to Tier III for additional assistance
• Remotely troubleshoot switch configuration issues
• Locate access points and determine level of functionality (heartbeats, number of users, etc.)
• Determine when wireless access points need to be rebooted to fix connection issues
• Use MAC addresses to find out connection status for devices
• Dish Satellite or DTV cable troubleshooting
• Reboot POE injectors, wireless access points, receiver racks and other items on the remote power controller
• Correct video and programming issues on sentinel server, COM 1000, SmartBox
• Other duties as assigned

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• High School Diploma or GED
• Network and Wireless troubleshooting experience
• 2+ years of customer service experience
• 3+ years of technical support experience
• Strong written and oral communication skills
• Refined telephone etiquette

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

• Familiarity with Ruckus, Juniper, and Cambium Access Points
• Zendesk experience

Job Type: Full-time

Pay: $18.50 - $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Technical support: 2 years (Required)

Work Location: Remote

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