ISP support technician in Cary NC
Company: HCL Technologies
Location: Cary
Posted on: June 23, 2022
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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
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