Tier 1 Specialist
CHR Solutions - Lubbock, TX
The NCC Tier 1 Specialist will be responsible for taking incoming client calls, utilization of GE0/Omnia trouble ticketing system to open customer trouble reports and maintain associated logs. This position will also follow basic Internet, voice and video troubleshooting scripts and be able to escalate trouble to higher level techs and complete other duties as assigned.

Essential Functions
  • Responsible to answer all incoming NCC calls in a timely, efficient and professional manner. This also includes avoiding the use of technical jargon and actively listening to the customer.
  • Ability to accurately perform troubleshooting steps for all services (voice, video and internet).
  • Respond to trouble calls, analyze problems and take corrective action with interconnection carriers to test, repair and document all trouble and order activity.
  • Ability to successfully complete telephony training.
  • Possess a desire to advance to higher level technical support i.e., Video, Internet, computer related trouble.
  • Ability to determine the severity of the problem and respond accordingly (i.e. follow outage process).
  • Respond to trouble calls, analyze problems and take corrective action with interconnection carriers to test, repair and document all trouble and order activity.
  • Access switches and other technical systems in order to distinguish network details and identify connectivity issues as needed.
  • Provide Tier I technical support to Data Operations on all NTS networking issues.
  • Utilize tools, equipment, communications, and other project assistance skills in an office environment.


  • Required Skills Minimum Requirements
    • High school diploma or equivalent.
    Required Experience
    • The NCC Tier 1 Technician shall possess the following:
      • Strong organization and analytical skills.
      • Type at least 25-30WPM.
    • Availability to work outside normal business hours:
      • NCC Work Hours: Mon-Fri 7AM-12AM and rotation on Saturday with an occasional Sunday, and certain holidays.
    • Strong communication skills.
    • Training will be provided on an as-needed basis.
    • Ability to effectively utilize MS Office Suite.
    • Ability to operate copier, fax, phone, and other office equipment as needed.

    CHR Solutions - 30+ days ago - save job - block
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