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Support Tech 1


  • Global Channel Management,Inc
  • 09/22/22
  • Cary, NC
  • 27518
  • $22 / Hourly
  • Full-Time
Support Tech 1 needs customer support experience
Support Tech 1 requires:
Customer Support Experience
Good Communication.

Support Tech 1 duties:
Open trouble tickets, perform initial triage, dispatch and provide break/fix action to resolve network events and issues reported via alarming tools or by customers.
Respond to customer inquiries and problems
Perform duties that involve following methods of procedures and technical job aides
Respond to network activities, which includes supporting service level agreement commitments between Network Development and internal/external customers
Initiate the flow of communications between the NOC and (i) internal groups, (ii) vendors, (iii) customers, and (iv) third party carrier/partners
Manage incident, problem, and change tickets in accordance with change management guidelines and procedures
Provide input and feedback for the use and optimization of NOC management applications/tools and NOC processes and procedures
Provide quality, timely, and accurate end-to-end support for any issues within defined areas of responsibility, including but not limited to phone, email and instant message contacts; document/track incidents in the ticketing system
Document problems by accurately and completely recording in technical logs and trouble ticketing system relevant information, including diagnostic results, multiple product correlation, and escalation and repair performance information
Properly follow escalation procedures when outage events and/or impairments are not resolved in the prescribed amount of time.
Perform basic research and analysis of data or information, acquiring skills through a combination of formal training and on-the-job experience


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