Voice and Broadband Support Technician

Company Summary:

Nsight, parent company of Cellcom, Nsight Telservices, Bayland Telephone and St. Paul Tower wants YOU to join our team! Our family of companies provides wireless, business and residential local service, long distance, internet, web hosting and tower erection and maintenance services in the Midwest. Our green initiatives, commitment to customer service and local philanthropic efforts make us an employer of choice in the state of Wisconsin. We’re looking for individuals who are driven, enthusiastic and care about our community. More importantly, we like to hire people looking to grow with an organization and those who are excited about the ever-changing telecommunications industry.

Job Summary:

Working in a team environment, provide service to potential and existing customers of data/Internet, video and voice services by answering and returning telephone calls, voice mail, email and assisting walk-in traffic. Work closely with internal network/plant resources, customer service and sales staffs to support those functions and promote a well-rounded approach to customer support. Management of both core network and end-user customer equipment is required to achieve appropriate end-to-end network performance. Act as a resource for technical support manager.

Responsibilities & Duties:

1. Troubleshoot technical problems presented by customers for their video, internet or voice services. Using available technical resources, resolve or isolate service issues.

2. Answer customer questions relative to video, internet and voice services and equipment.

3. In conjunction with ILEC plant managers, coordinate network/plant technicians as required to ensure efficient, timely and successful installations of all Nsight/Bayland services and timely repair of customer trouble reports.

4. Fluent in the use of Operational Support Systems including Billing and Provisioning (Omnia, Oasis, Ilynx, Geo, etc.), Loop Carrier management, Minerva, Premise Device Managers and Central Office Switches to provision, troubleshoot and repair customer services.

5. Maintain "big picture" view of all ILEC trouble tickets and orders, providing coordination to ensure established service benchmarks are met or exceeded.

6. Cross-train with Nsight Computer Repair to occassionally assist with PC repair work.

7. Act as resource for Technical Support Manager.

8. Continually educate self about new technologies including internet, data, video applications, operating systems and software.

Requirements:

Associate degree or equivalent preferred. Three to four years computer experience with Internet, PC support/setup, business/home networking and Windows operating systems. Knowledge of IPTV and Telephony a plus. Valid Driver's License required.