Help Desk Coordinator II (Remote - US)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Help Desk Coordinator II in United States.

This role is a key position within the technical support team, responsible for providing advanced Tier 2 support for network, device, and equipment issues. You will act as a primary point of contact for customers, troubleshooting technical problems, managing escalation processes, and ensuring high levels of customer satisfaction. The position involves remote troubleshooting, monitoring network access points, resolving connectivity issues, and guiding property staff through technical solutions. Ideal candidates are customer-focused, technically skilled, and thrive in a dynamic, team-oriented environment. This role offers opportunities to enhance your technical expertise while delivering top-tier support to a wide customer base.

Accountabilities:

• Provide Tier 2 support for network, device, and equipment issues, including laptops, tablets, cell phones, TVs, and gaming consoles.
• Troubleshoot internet and connectivity problems remotely, including wireless access points and POE devices.
• Evaluate and escalate Tier 1 tickets to Tier 3 as necessary for advanced resolution.
• Assess and resolve issues with network access points, including rebooting devices and monitoring functionality.
• Use MAC addresses and other tools to determine device connectivity and performance status.
• Diagnose and correct cable, video, and programming issues on customer devices.
• Support property staff with escalated technical issues and provide guidance for network-related concerns.
• Maintain accurate documentation of troubleshooting steps, resolutions, and ticket status.

• High School Diploma or GED required.
• Minimum of 2 years in customer service and at least 1 year of technical support experience.
• Strong network and wireless troubleshooting skills.
• Familiarity with Ruckus, Juniper, and Cambium access points.
• Experience using Zendesk or other ticketing systems.
• Knowledge of ISP operations and common internet/video issues.
• Excellent written and verbal communication skills, with strong telephone etiquette.
• Detail-oriented with strong problem-solving abilities and a passion for helping others.