Telecom Services Associate

The Telecom Services Associate provides technical support via telephone and email to resolve, process and escalate Wi-Fi and Telecom issues for Guests and Cast within a fast-paced Help Desk environment. This position will provide technical, administrative and research support for Telecom Operations. Additionally, Mobility Services, Cable TV, Office Machine Services, Construction Services and Video Technologies are handled by this team.

Responsibilities include:

• Provide Technical Support 24x7x365 via telephone and email to process and escalate WiFi/Internet and Telecom issues for Guests and Cast within a fast-paced Help Desk environment

• Responsible for technical troubleshooting utilizing multiple applications – Airwave, CMS, ServiceNow, MS Office to support key business systems

• Support all Telecom technologies

• Process mobility (cellular & radio) repair requests and new orders

• Process Work Being Performed and Gate access requests for vendors

• Produce multiple operational reports regarding call metrics, telephony and Wi-Fi

Basic Qualifications:

• Strong technical acumen

• General understanding of Wi-Fi networks, DOCSIS and GPON fiber

• Strong analytical, problem solving and communication skills

• Create and analyze multiple operational reports

• Outstanding customer service skills

• Proficient in Microsoft Office, Excel and Powerpoint

• Flexible with work schedule, including weekends, nights, and holidays

• Ability to function in a team environment as well as independently

Preferred Qualifications:

• Experience with Service Now

• Familiar with Aruba Airwave and Calix Management System

• Call center/customer service experience

Required Education:

• Associate’s degree or equivalent work experience

Preferred Education:

• Bachelor’s degree or higher, technical certifications