Troubleshoot and resolve technical support issues via telephone or web portal forour customers utilizing xDSL, Cable, Fiber, 3G/4G, Wireless, ISDN and VPNtechnologiesIncluding but not limited to Routers, Switches, AP/Wireless, VoIP, Wifi, FirewallCoordinate with CLEC’s, ILEC’s and ISP’s to resolve issuesProvide installation and desktop support (when required) to usersProduction and configuration of router equipment (New Installs, RMA’s, etc.)Complete and update trouble tickets in an expedient mannerCommunicate with Broadband Provisioning and System Engineering to ensure proper SLE’s are metWork all escalated technical issues to resolution, owning the process and communicating updates to the customer effected when necessaryConduct and participate in all applicable customer meetings to discuss escalated and chronic support issuesAssist with reporting and analyzing of ticket trending to create opportunities to improve Pomeroy Solutions Customer Care services.Perform all technical support in a highly professional and service oriented mannerPerform other duties as assignedParticipation in customer retention by providing regular updates to customer status meetings.
Job Title
Technical Support Engineer