Help Desk Coordinator Network
Help Desk Coordinator Network
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Salary Not Disclosed
1 Vacancy
Job Description
As a Help Desk Coordinator II you will play a pivotal role in delivering toptier support and ensuring a seamless experience for our customers. Your expertise will be instrumental in guiding our customers through troubleshooting steps for their network issues addressing internetrelated concerns on customers devices and effectively resolving network equipment issues.
The shift for this position is 10 AM 9 PM EST Wednesday Saturday 4 days at 10 hours) but we can convert that to a 5 day work week with 8 hour days if preferred. There is a 3 week training program from 10 AM to 7 PM EST MondayFriday.
PRIMARY RESPONSIBILITIES
- Address network device (e.g. laptops cell phones tablets TVs game consoles) and equipment issues resolving them effectively.
- Accurately assess whether Tier I support tickets should be dispatched or escalated to Tier III for additional assistance.
- Conduct remote troubleshooting for networkrelated problems.
- Identify access points and evaluate their functionality including heartbeats and the number of users.
- Determine the necessity of rebooting wireless access points to resolve connection issues.
- Utilize MAC addresses to ascertain the connection status of devices.
- Resolve cable and videorelated issues.
- Reboot POE injectors wireless access points receiver racks and other devices managed by the remote power controller.
- Rectify video and programming problems on Dish Smart Boxes.
- Handle matters escalated from property staff.
- Perform other duties as assigned.
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
- Possession of a High School Diploma or GED.
- Proficiency in network and wireless troubleshooting.
- More than 2 years of experience in customer service.
- Over 1 year of technical support experience.
- Strong written and oral communication skills.
- Exceptional telephone etiquette.
- Detailed documentation capabilities.
- Strong technical troubleshooting skills
- Exceptional problemsolving abilities
- A genuine passion for helping others
- Effective communication skills
- A desire to be an integral part of a dynamic and supportive team
- Familiarity with Ruckus Juniper and Cambium Access Points.
- Experience with Zendesk or another ticketing system.
- Previous work experience with an Internet Service Provider (ISP). #LIRE
MOTE #LIJL1
SALARY AND BENEFITS
- RealPage provides a competitive salary package along with a comprehensive benefit plan that includes:
- Health dental and vision insurance.
- Retirement savings plan with company match.
- Paid time off and holidays.
- Professional development opportunities.
- Performancebased bonus based on position.
Compensation may vary depending on your location qualifications including jobrelated education training experience licensure and certification that could result at a level outside of these ranges. Certain roles are eligible for additional rewards including annual bonus and sales incentives depending on the terms of the applicable plan and role as well as individual performance.
Equal Opportunity Employer: RealPage Company is an equal opportunity employer and committed to creating an inclusive environment for all employees.
Required Experience:
IC
Employment Type
Full-Time
