Help Desk Technician

Help Desk Technician |Mainstream Fiber

About Mainstream Fiber:

At Mainstream Fiber Networks, we’re more than just a fiber optic internet company: we’re a Hoosier based team dedicated to propelling the digital revolution forward, and we believe that investing in our employees is the cornerstone of success.

About the Role:

The role of Help Desk Technician is responsible for providing technical support to Mainstream Fiber Internet customers. HD Techs are responsible for tasks assigned by the Company in connection with service order and installation activation for residential customers. These tasks may include, but not be limited to, installation, maintenance and repair of voice, data, and/or service either remotely or at the customer premise.

Why should you join our Team:

• Permanent, Full-time Position
• Pay Range: $18+ per hour, Based on experience.
• 1st Shift: Monday to Friday 8am to 5pm
• Potential for hybrid/remote work schedule
• Access to Company Benefits:
  1. Paid Time Off
  2. Paid Holidays
  3. Medical Insurance
  4. Dental and Vision Insurance
  5. Health Savings Account (HSA)
  6. Company-Funded Life Insurance
  7. 401(k) Retirement Savings Plan
  8. Employee Discounts on Company Services

Key Responsibilities:

• Works on assignments that are moderately complex in nature where judgement is used to resolve problems and make routine recommendations.
• Monitors and notifies management when similar frequent issues occur so that appropriate action can be taken.
• Work will generally be full-time in an office setting, although overtime may be required, along with site visits to customer locations as needed.
• May be required to perform additional duties and tasks as required by the Company.
• Respond to request for assistance by phone, email, and system alerts/tickets.
• Create, update, and provide follow up for tickets created in Mainstream’s customer relationship management portal.
• Logs customer problems and tracks calls through resolution.
• Escalate details of issues to NOC support if required.
• Ensure timely escalation of customer problems by assigning priority and resolution.
• Follow established documented procedures and identify potential improvements.
• Provide triage and support for network and circuit outages.
• Perform other related duties as required and assigned.

Key Qualifications:

• HSD, or equivalent education, is required.
• Associate or bachelor’s degree in related field, preferred.
• Network+ Certified, preferred.
• Experience in troubleshooting basic networking related issues: including routing, switching, firewalls, and DHCP.
• Ability to identify and distinguish audible tones/levels and colors.
• Ability to communicate naturally and pleasantly over the telephone.
• Requires alertness and attention to detail with ability to work under stress.

Post-Application Details:

After submitting your application, if your skills and experience align well with the position, you will move on to the next stages in the interviewing process. Even if this particular role doesn't work out, rest assured that you remain part of our network. This ensures that all our recruiters will have access to your profile, broadening your potential opportunities.