ISP support technician in Cary NC

Company: HCL Technologies
Location: Cary
Posted on: June 23, 2022

Job Description:

ISP support technicianCary 27513 NCFull TimeDesired Skills & ExperienceResponsibilities --- Address customer tickets regarding network connectivity or ISP (Internet Service Provider) issues. --- Communicating customers through various channels (e.g. phone, email, chat) until their technical issues get resolved --- Taking ownership of reported customer issues and seeing problems through to resolution --- Asking customers specific questions for quickly understanding the root of problems Guide customers with simple, step-by-step instructions --- Work with ISP technician to resolve the issue for customers --- Conduct remote troubleshooting to identify the network connectivity or performance issues. --- Test alternative pathways with all the available options until you resolve an issue --- Record technical issues, solutions and all the actions taken to troubleshoot the issues in ticket work notes --- Ticket queue management including daily follow ups with clear documentation & communication with customers as well as ISP technicians --- Coordinate with Deskside/Onsite support teams and other teams when required to get information and solution to the customer reported issues. Direct unresolved issues to the next level of support personnel --- Follow up with customers to ensure their systems are functional --- Ensure the resolutions are consistent with company standards and policies --- Contribute to the improvement of knowledge base articlesRequirements --- Proven work experience as a ISP support technician, Remote Desktop Support, Desktop Support Engineer, Technical Support Engineer or similar role --- 3-5 years of hands-on IT experience with Windows/Mac OS environments --- Working knowledge of Call Center users' set up (laptop/Thin Client/ Dual Monitors/Cisco phone/Soft phone solution/Call Center related applications etc.) --- Familiar with basic IT and network concepts --- Ability to perform remote troubleshooting and provide clear instructions --- Excellent problem-solving and multitasking skills --- Customer-oriented attitude, interpersonal skills and brilliant organizational skills --- Ability and willingness to work extended hours or modified schedules to support the project requirements 24*7.

Keywords: HCL Technologies, Cary , ISP support technician in Cary NC, Professions , Cary, North Carolina