Help Desk Coordinator II

Are you prepared to embark on an exciting journey with us? WhiteSky is searching for a dedicated Tier 2 Help Desk Agent to become a valuable member of our vibrant team. 

About Us: 

WhiteSky Communications is your trusted partner in delivering premium Internet and video services across various real estate sectors, including student housing, luxury apartments, adult living, and assisted living. We take pride in our commitment to providing comprehensive solutions on a large scale. 

Position Overview:

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.

The schedule for this role is 12 pm to 11 pm EST Sunday - Wednesday, 4 days on/3 days off. Training is 3 weeks 10-7 EST Monday-Fri. 

• 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:

• 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 

KNOWLEDGE/SKILLS/ABILITIES

Required:

• Familiarity with Ruckus, Juniper, and Cambium Access Points. 
• Experience with Zendesk or another ticketing system. 
• Previous work experience with an Internet Service Provider (ISP). #LI-JL1 #LI-REMOTE

Physical Demands and Working Conditions

The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.

SALARY AND BENEFITS

• RealPage provides a competitive salary package along with a comprehensive benefit plan that includes:
• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Performance-based bonus based on position.

Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance.

Equal Opportunity Employer: RealPage Company is an equal opportunity employer and committed to creating an inclusive environment for all employees.