Level 1 Technical Support

Level 1 Technician

unWired is searching for a Level 1 Technician to join our Technical Support team. Reporting to the Level 1 Supervisor, this position is responsible for providing technical assistance, support, and training to customers and providing first point of contact support calls for technical and equipment issues.

Essential Duties:

• Provide client support and technical issue resolution via phone, email, remotely and in person.
• Configure client's equipment (DSL Modem / Gateway Router / Computer) to connect to the Internet.
• Provide training to clients in the use of system and applications as related to Internet.
• Obtain general understanding of OS and application operations related to company offered services.
• Identify and correct or advise, on operational issues in client computer systems.
• Create new cases and document customer’s technical issues using company provided system. Update cases with progress of achieving the resolution.
• Assist the sales department by answering technical questions from themselves or customers.

Required Knowledge, Skills and Abilities:

• Fluency in Spanish helpful but not required.
• One year of computer networking or other technical training, education or experience preferred.
• Ability to interpret and apply complex technical information.
• Must have a firm understanding of Microsoft OS, Word, Excel, and Outlook.
• Advanced skill in communicating orally and in writing with all departments and software/hardware providers.
• Mathematical Ability: must be able to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
• Problem Solving: identifies and resolves problems timely; gathers and analyzes information effectively; develops alternative solutions; uses reason when dealing with emotional topics.
• Communication Skills: speaks and writes clearly and persuasively in positive and negative situations; responds well to questions, presents effectively in group meetings or settings, ability to read and interpret written information.
• Interpersonal Skills: focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; open to others’ ideas.
• Demonstrated attention to detail.

Benefits:

• 120-Day Performance Review
• Medical, Dental and Vision Insurance
• Company paid Life Insurance
• Long Term Disability Insurance
• Flexible Spending Accounts
• 401K with generous company contributions and Profit-Sharing contributions
• Holiday, Vacation and Sick paid time off
• Employee Comp. Connection

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