Aventiv Technologies · 5 hours ago
Technical Support Call Center Tech II
United States
Full-time
Remote
Mid Level
$18.93/hr - $21.59/hr
4+ years expAventiv Technologies is a company focused on providing innovative solutions in technology. They are seeking a Technical Support Call Center Tech II who will be responsible for handling incoming calls, providing troubleshooting assistance, and managing ticket resolutions related to their systems and applications.
SoftwareMedia and EntertainmentInformation Technology
Responsibilities
Accurately document trouble tickets including troubleshooting steps to final resolution and root cause with full resolution confirmation being obtained from the customer for all owned tickets before closing
Proactively review and troubleshoot each components related to a monitoring event to ensure that the issue being investigated is not a repeat problem, so reviewing of previous ticket history is needed to rule that out
Provide remote support to Field Technicians in order to fully resolve customer’s reported problem or issue at hand
Responsible for following up with the customer on problems, as well as follow designated escalation process and response times for tickets they retain ownership
Responsible for opening tickets to investigate problems being reported by customers (internal & external)
Responsible for proactively monitoring facility customer’s equipment to ensure that the network is functioning properly, this includes hardware and or software applications that may alert and need to be addressed in a timely manner
Serve as next level support / mentorship for the Technical Support Technician I to aid in broadening their overall knowledge and skillset and are the conduit for next level escalation of technical matters
Technicians are responsible for accurately documenting and monitoring the status of their trouble tickets on a daily basis
Qualification
Required
Ability to communicate effectively both orally and in writing
Ability to handle and prioritize multiple projects and tasks simultaneously
Flexibility to work the assigned schedule as business needs require within a 24/7/365 support environment
Good analytical and decision-making skills
Identify and understand issues, problems, and opportunities by comparing data from different sources to draw conclusions
Knowledge of relevant software, computer applications and equipment
Must have access to high-speed internet for remote connectivity to Aventiv network when applicable
Proficiency with working with Microsoft Office suite, such as PowerPoint, Excel, Word with strong typing/data entry skills
Strong customer service, interpersonal skills with a positive attitude & self-motivated
Strong organizational skills; attention to detail
Comprehensive understanding of telephony, networks, routers, and servers
Desktop, server and networking equipment application and hardware support
Proficient in the use of NMS and Dialogic tools
Proficiency in Microsoft Office (Word, Excel, PowerPoint), and capable of learning new technology
Basic Telephony experience
High School Diploma or a General Equivalency Diploma (GED)
4-5 years' experience in technical support and/or in a help desk service environment with a focus on telecommunications and/or software support
Experience in direct customer support with Microsoft Operating System
Experience in providing remote network support
Experience supporting Linux/UNIX/QNX and SQL
Experience supporting POTS, DSL, Cable Modems, Fiber over Ethernet & T1/MPLS circuits
Microsoft SQL Database Experience
MCP, MCSE or A+ Desktop, CCNA or N+ Network certifications or a minimum of 6 months as Aventiv Technical Support Call Center Tech I
Experience with communication ports modems TCP-IP, remote access clients and protocol
Preferred
Associate's degree, preferably in Information Technology, Computer Science or Electronical Engineering or related field of study
Correctional industry experience
Relevant work experience in a telecommunication industry
Microsoft SQL Database Experience
Comp TIA A+ Certification
Benefits
Health Insurance
401(k)
Disability
Life Insurance
Paid Time Off
Voluntary Benefits
Company
Aventiv Technologies
Aventiv is a diversified technology company that provides innovative solutions to customers in the corrections and government sectors.
1001-5000 employees
H1B Sponsorship
Aventiv Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (4)
2022 (3)
2021 (8)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
unknown2024-03-28Debt Financing
Leadership Team
Stephanie Anderson
CHRO
Recent News
Company data provided by crunchbase