AT&T Alliance Channel Partner

Part Time Technical Support Specialist

Location: Duluth, GA
Position Type: Part-time (20-30 hours/week)
Department: Operations
Reports to: Staging & Logistics Manager
Travel Required: <5%
Pay Basis: Hourly
Classification: Non-Exempt

Required Job Experience

 

  • 1-2 years customer service experience, preferably in a technology environment or retail
  • Experience configuring Wireless Access Points, switches, routers, printers, PCs and other telecommunication or networking equipment a plus
  • Prior Tier 1 help desk phone support experience preferred

Required Degrees, Skills, and/or Certifications

 

  • Network+, A+ or similar certifications a plus
  • Proficiency in MS Office primarily Excel
  • Excellent written, verbal and listening skills required
  • Must have good decision making skills and the ability to think through issues and formulate logical resolution independently
  • Have a high level of attention to detail around equipment processing
  • Familiarity with data transfer concepts WAN access types, Local Area Networking, Physical Layer infrastructure, Cellular Technology and WLAN
  • Currently enrolled in a network or technology degree program, or previous AS or BS degree

Job Description


Duties:

  • Configure and stage customer equipment in preparation for deployment.
  • Provide Tier 1 help desk support for Customers and working with Network Monitoring System (NMS) tickets
  • Remotely support customer turn-ups of equipment by providing scope clarification, physical layer and network troubleshooting.
  • Conduct scope validations via provided scope validation templates
  • Answer moderate to heavy volume of incoming calls to check field technicians in/out of project worksites
  • Coordinate and facilitate communication with field technicians, customer, and help desk resources
  • Conduct deliverable audits, high complexity scope prep calls and site survey evaluation
  • Take concise, thorough, and accurate notes in NMS of dispatch activity and escalate to PMs/NOC/etc. as needed
  • Work with the Client Services teams to ensure devices are configured and ready for shipment to meet customer requirements.
  • Test and document configured equipment is working properly and ready for shipment.
  • Provide basic troubleshooting of equipment when required.
  • Assist warehouse team during peak times. (i.e. cycle counts, shipping and receiving).
  • Other responsibilities as required by senior management.

Abilities Including Physical Requirements:


Lifting up to 20 lbsUse of Hands to Finger, handle or feel
Carrying up to 20 lbsPhysical Coordination
Stooping, BendingEye-Hand Coordination
Kneeling, SquattingClose Vision
WalkingDistance Vision
StandingColor Vision (ability to identify/distinguish color)
SittingDepth Perception (ability to judge distance)
Climbing, BalancingHearing
Pushing/PullingSpeaking
Overhead ReachingRepetitive Motion