Fiber Support Specialist Tier 1

Kosciusko Connect is seeking a full-time Fiber Support Specialist Tier 1.

The ideal candidate will have a broad entry-level knowledge of how networks and computers work. You will work with another Fiber Support Specialist to support the needs of over 7,000 connected customers to our Fiber To The Home (FTTH) broadband network. You will primarily serve as the first point of contact for customers and contractors seeking technical assistance via phone, email, in person, or through the helpdesk. You will document support inquiries and steps to resolution into our helpdesk software. Also, you will assist the information services team with advanced troubleshooting and diagnosing problems.

Knowledge in the following areas is key to the success of this position: Android, Apple iOS, Microsoft Windows, Mac OS, and Linux. You need a general knowledge of how Wi-Fi and Local Area Networks work. Knowledge of Calix hardware is a plus but not required. We’ll train the right candidate in advanced Wi-Fi troubleshooting and Calix hardware.

The pay range is $26.72 - $29.42

RESPONSIBILITIES

· A general understanding of Local Area Network topologies and network hardware such as switches, routers, computers, and printers.

· Foundational knowledge of computer networks, a broad scope of devices utilized to access the internet, and emerging technologies that enhance the lives of our customers.

· Elevated knowledge of basic troubleshooting skills in a call center environment where critical thinking and problem-solving skills are used to solve customer issues.

· Must be comfortable talking on the phone and walking customers through their technical needs.

· You will be responsible for Tier 1 support tickets submitted by customers.

· You will also be supporting field technicians as issues arise during home installations.

· Have flexibility and the ability to shift directions based on business needs.

· You must possess the ability to learn new systems quickly to support customers and improve their experience with our internet service.

REQUIREMENTS:

· This job is an entry-level position. If you are a recent high school graduate looking to start your technology career, you need the CompTIA A or Network certification. Candidates may also have an associate degree in technology with one to two years of experience.

· Must have customer service experience and a passion for helping others utilize technology.

· Office hours are 7:30 a.m. – 4 p.m., Monday – Friday, with a 30-minute lunch.

· Must have a valid driver’s license and reside within 30 minutes of Warsaw, Indiana.

· Must pass a drug test and background check.

Kosciusko REMC is headquartered in Warsaw, Indiana. We are a not-for-profit electric distribution cooperative with over 18,000 northern Indiana families, businesses, schools, and farms. Kosciusko REMC consistently provides members with one of the lowest residential rates in Indiana, has invested in technologies that maintain a steady and safe power source, and has been committed to helping our communities grow and prosper. Our new internet subsidiary, Kosciusko Connect, has connected over 7,000 customers!

Job Type: Full-time

Pay: $26.72 - $29.42 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Warsaw, IN 46582: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Do you live in the United States currently? Please note that we do not pay relocation costs.
• This is an in-office job. We don't offer remote or hybrid work. Does this work for you?
• Do you have any certifications? If so, which ones?
• How would you describe your technical knowledge? Please be concise in your answer.
• How do you feel about being on the phone, talking to customers, and helping them solve their broadband problems?
• Is your resume current as of today, and are your job dates accurate?
• Please provide your LinkedIn profile.

Work Location: In person

Salary : $27 - $29