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Tier 2 HelpDesk Agent - Networking/Hardware Support

extra holidays - extra parental leave
Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
Texas (USA), United States

Offer summary

Qualifications:

High School Diploma or GED, Over 2 years in customer service, More than 1 year in technical support, Proficiency in network troubleshooting, Familiarity with Zendesk or similar systems.

Key responsabilities:

  • Address network, device, and equipment issues
  • Assess whether tickets need escalation
  • Conduct remote troubleshooting for networks
  • Evaluate access point functionality
  • Resolve video and programming problems
RealPage, Inc. logo
RealPage, Inc. Computer Software / SaaS Large https://www.realpage.com/
5001 - 10000 Employees
About RealPage, Inc.
RealPage is a leading global provider of software and data analytics to the real estate industry. Clients use our platform to improve operating performance and increase capital returns. Founded in 1998 and headquartered in Richardson, Texas, RealPage currently serves more than 12,400 clients worldwide from offices in North America, Europe and Asia. For more information about the company, visit https://www.realpage.com. Industry verticals: Conventional, Enterprise, Institutional, Affordable HUD, Student Living, Military Housing, Tax Credit, Senior Living, Single Family, Vacation Rentals, Commercial In 2018, RealPage Contact Center in Greenville was named “Best Places to Work in South Carolina” for the 2nd year in a row by the South Carolina Chamber of Commerce. Like us on Facebook: https://www.facebook.com/realpage Follow us on Instagram: https://www.instagram.com/realpageinc Follow us on Twitter: https://twitter.com/RealPage #Work4RP #RealPage #WeAreRealPage Note: RealPage welcomes conversation on this page about real estate, technology, and our products. Threats, profanity, bullying, or other content that, in the sole discretion of RealPage, does not contribute to productive and civil discourse will be removed.
See more RealPage, Inc. offers

Job description

As a Tier 2 Help Desk Agent, you will play a pivotal role in delivering top-tier support and ensuring a seamless experience for our customers. Your expertise will be instrumental in guiding our customers through troubleshooting steps for their network issues, addressing internet-related concerns on customers' devices, and effectively resolving network equipment issues.

Primary Responsibilities

  • Address network, device (e.g., laptops, cell phones, tablets, TVs, game consoles), and equipment issues, resolving them effectively.
  • Accurately assess whether Tier I support tickets should be dispatched or escalated to Tier III for additional assistance.
  • Conduct remote troubleshooting for network-related problems.
  • Identify access points and evaluate their functionality, including heartbeats and the number of users.
  • Determine the necessity of rebooting wireless access points to resolve connection issues.
  • Utilize MAC addresses to ascertain the connection status of devices.
  • Resolve cable and video-related issues.
  • Reboot POE injectors, wireless access points, receiver racks, and other devices managed by the remote power controller.
  • Rectify video and programming problems on Dish Smart Boxes.
  • Handle matters escalated from property staff.
  • Perform other duties as assigned.



Required Knowledge/Skills/Abilities

  • Possession of a High School Diploma or GED.
  • Proficiency in network and wireless troubleshooting.
  • More than 2 years of experience in customer service.
  • Over 1 year of technical support experience.
  • Strong written and oral communication skills.
  • Exceptional telephone etiquette.
  • Detailed documentation capabilities.
  • Strong technical troubleshooting skills
  • Exceptional problem-solving abilities
  • A genuine passion for helping others
  • Effective communication skills
  • A desire to be an integral part of a dynamic and supportive team
  • Familiarity with Ruckus, Juniper, and Cambium Access Points.
  • Experience with Zendesk or another ticketing system.
  • Previous work experience with an Internet Service Provider (ISP).

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Industry :
Computer Software / SaaS
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Technical SupportNetwork TroubleshootingHardware TroubleshootingZendeskInternet Service ProviderDocumentation GenerationJuniper Routers

Other Skills

  • Verbal Communication Skills
  • Teamwork
  • Customer Service
  • Motivational Skills
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