Technical Support Specialist

Job Description

Responsibilities include but are not limited to the following:

-Triage customer-created issues and resolve or escalate to equipment vendor as necessary

-Follow the client-designated SLA for handling and escalating tickets

-Monitor all equipment uptime and performance, and escalate to the appropriate vendor as necessary

-Communicate via zoom call with Field technicians and provide remote support to troubleshoot equipment problems and resolve them to completion

-Receive customer calls via zoom regarding station issues and troubleshoot issues to completion

-Follow-up with equipment manufacturers, network service providers, and internal support team on outstanding tickets and issues

-Join the daily stand-up meeting to discuss team issues and daily task assignment

-Responsible for on-call support, escalation, and communication from 6 PM until 6 AM Pacific Time (if shift falls within this timeframe)

-Per...