IT Support Technician

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GENERAL SUMMARY

Provides customer service and technical support to internet customers. Gathers relevant information, diagnoses, troubleshoots and resolves customer problems and issues. Researches complex internet problems and issues to determine solutions. Updates customer internet account information as appropriate.

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ESSENTIAL JOB FUNCTIONS

Provides technical support to internet customers by taking phone calls and escalations regarding service issues. Gathers relevant information, diagnoses, troubleshoots and resolves customer problems and issues. Enters call information into tracking software program.

Researches complex internet problems and issues to determine solutions. Follows-up to ensure customer issues are resolved.

Assists with CPE inventory and refurbishment.

Accesses customer user accounts to make changes to customer information and accounts as appropriate.

Uses TCP/IP and other test utilities to test and troubleshoot connectivity problems.

May perform special internet-related projects as requested.

Troubleshooting Windows workstations and email clients.

Resetting passwords.

Managing user accounts.

Updating permissions.

Administering Active Directory or Exchange.

Installing software.

Reviewing mail flow or server health.

Monitoring network elements and systems.

Server administration for Linux and Windows.

Communicating with other departments.

On-Call rotation for after-hours support.

Work a shared Saturday rotation.

Performs all other related duties as assigned by management.*

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• These tasks do not meet the Americans with Disabilities Act definition of essential job functions and are usually less than 5% of time spent. However, these tasks still constitute important performance aspects of the job.

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KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of OSI Model, IP protocols and programs.

Knowledge of TCP/IP and other test utilities.

Knowledge of of web browsers, operating systems, email clients, internet applications, customer-premises networking, and browser-based service and provisioning platforms.

Knowledge of or ability to learn technologies DOCSIS/HFC, Fiber, DSL and associated CPE.

Ability to learn, understand, and consistently apply company policies, procedures, products, services, and escalation requirements.

Skill in problem solving and resolution.

Ability to communicate with customers, co-workers and various business contacts in a professional and courteous manner.

Ability to organize and prioritize multiple work assignments.

Ability to pay close attention to detail.

Ability to read and interpret technical documents.

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EDUCATION AND EXPERIENCE

Bachelor’s Degree in computer science or equivalent experience preferred.

One to two years of experience in internet customer service also preferred.

Cisco CCNA

Network+

A+

Advanced certifications and training desirable.

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WHY MADISON?

Local Ownership and Operation

Madison Communications began in 1940 as a family-owned and operated local exchange carrier known as Worden Telephone Company. We’re now a full-service communications provider led by the same local family and offering High Speed Internet, HDTV, and Voice services to residential and business customers within Madison and Macoupin counties in Illinois.

Local Community Investment

We own our communications network and continue to invest locally to upgrade this infrastructure with fiber to provide our rural service area with the same technology enjoyed by big city residents. Madison Communications also generously supports local schools, charities and events.

Local and Dedicated Employer

Madison Communications employs local, talented, and hardworking individuals that are provided with excellent ongoing training. We’re proud to be a 100% USA-based company, which means when you support us, you support your neighbors.

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WHAT MADISON OFFERS

Madison Communications strives to fairly reward its hard-working and valued employees with an excellent

Competitive base pay and sales commission programs

401(k) with company match

Paid personal, sick, and vacation time

Paid company holidays

Educational reimbursement

Additional sales incentives and recognition

Discounts on Madison premier services

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Madison values intellectually curious-minded professionals who are interested in aggressively learning and sharing new concepts and skills to support an independent, family-owned business in expansion opportunities and partnerships needed to effectively compete. Accordingly, consideration will be made for candidates that have business experience outside of the specifications listed above. Salary will be based on experience, skill level and education for the target position.

Madison is an equal opportunity employer.

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