Careers — Dobson Fiber
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855.5.DOBSON
855.5.DOBSON

Dobson Careers

Support Technician Tier II (On-site)

Job Title
Support Technician Tier II (On-site)
Job ID
27725524
Location
OKC,  OK 73134
Other Location
Description
Under general supervision, provide technical software, hardware and network configuration and support for voice and internet services across Dobson's family of product offerings using step by step solutions in a call center environment.
Scope:
The Tier 2 Support Techs work within the Dobson operating system to create detailed work logs and technical documentation in resolving customer trouble issues and configuring new services for a rapidly growing customer base.
Duties:
  • Provide Advance trouble-shooting support for Tier 1 escalations of a variety of DSL/FTTH/FTTB/VOIP solutions.
  • Work with and train Tier 1 Support Techs in advancing troubleshooting skills and knowledge of Dobson products and offerings.
  • Manage field service technicians through resolution of customer trouble tickets and installations.
  • Provision, test, and turn up all service requests for new or modified services as they are required.
  • Monitor open trouble incidents and ensure timely resolution.
  • Manage field service technicians through resolution of customer trouble ticket.
  • Identify problems and risk areas and be able to advise management of actions required to mitigate their impact.
  • Notify management of major network outages and resolutions.
  • Participate in the on-call rotation as agreed by the Support Team.
  • Other duties as assigned.
Qualifications/Requirements:
  • High School, Vocational, or applicable short course diploma.
  • 3 to 5 years of experience working in a Help Desk/Tech Support position.
  • Working knowledge of various operating systems, routers, and network elements.
  • Ability to perform basic system administration functions to assist network engineers with day-to-day maintenance.
Desired:
  • Microsoft, A+, or MCP certification
  • Cisco CCNA certification
Special Requirements:
  • Flexible Shift Schedule
  • On Call Rotation
  • Positive Mental Attitude

Option 1: Create a New Profile

Culture

The Customer is Our Boss.

Our customer is any user of our products and services, our employees, owners, and the communities in which we serve. Everything we do affects them. They are why we are in business and we answer to them.

Our Beliefs

  • Passion for our customers breeds success.

  • Excellence is a direct result of our people and their expertise.

  • Communication and understanding are key to delivering the best customer service possible.

  • Integrity means doing the right thing.

  • Accountability means honoring commitments and delivering results.

  • Teamwork results from being equally dependent upon one another.

  • Urgency and focus yield quality results.

  • Innovation and advancement require taking calculated risks.

  • Leadership is everyone’s responsibility.

Dobson Cares

Dobson Fiber lives and works in the communities we serve, and we care about helping them thrive. That’s why we actively support – with our donations and our employees’ time – many local worthwhile community organizations including:

  • United Way

  • Myriad Gardens Foundation

  • YWCA

  • Cystic Fibrosis Foundation

  • Regional Food Bank

  • White Fields

Benefits

Dobson has one of the most competitive benefits packages around, including:

  • Competitive pay

  • Health, dental, and vision Insurance

  • Health Savings Account and Flexible Spending Account

  • On-site fitness facility in OKC

  • 401(k) plan with company match

  • 7 paid holidays

  • Paid time off starting at 15 days

  • Education Assistance & Tuition Reimbursement

  • Employee Assistance Program

  • FSA & FHA

  • Adoption Assistance

  • Corporate partner with Oklahoma City University to offer discounted tuition

  • 100% Employer-paid Basic Life & Personal Accident Insurance

  • 100% Employer-paid Disability Insurance (short and long term)

  • Free career training & development with over 3,000 courses and over 20,000 online books

  • Free employee incentive program

What our employees are saying

 

“I am thankful for Dobson caring enough about people and our community to give us the opportunity to help out through our Employee Volunteer Program. Not only did it help that organization recently, but I think it helped me to get to engage with my co-workers out of the office. It gave us a chance to build friendship with each other. Mostly, seeing the faces of people when they realized we were there to help was a blessing for them and us as well.”

 

“I love the work-life balance here at Dobson. We have team oriented activities and get-togethers that really bring a sense of unity.”

“Dobson has always felt like home to me. The company is always supportive of my career goals, my family time and excellent service to our customers. I am truly blessed to be a part of the Dobson team.”

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