
Technical Support Engineer
19 hours ago
Troubleshoot and resolve technical support issues via telephone or web portal forour customers utilizing xDSL, Cable, Fiber, 3G/4G, Wireless, ISDN and VPNtechnologiesIncluding but not limited to Routers, Switches, AP/Wireless, VoIP, Wifi, FirewallCoordinate with CLEC's, ILEC's and ISP's to resolve issues
Provide installation and desktop support (when required) to users
Production and configuration of router equipment (New Installs, RMA's, etc.)Complete and update trouble tickets in an expedient manner
Communicate with Broadband Provisioning and System Engineering to ensure proper SLE's are met
Work all escalated technical issues to resolution, owning the process and communicating updates to the customer effected when necessary
Conduct and participate in all applicable customer meetings to discuss escalated and chronic support issues
Assist with reporting and analyzing of ticket trending to create opportunities to improve Pomeroy Solutions Customer Care services.Perform all technical support in a highly professional and service oriented manner
Perform other duties as assigned
Participation in customer retention by providing regular updates to customer status meetings.
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