Job Title: Technical Support Specialist (24x7 Help Desk)
Duration: 10-months
Location: LakeBuena Vista, FL 32830
Pay Rate: $21.00/hour
Location: onsite
HOURS: 8:30pm to 05:00am with Wednesday & Thursdays off
Job Description:
The Technical Support Specialist will provide 24/7/365 technical support via phone and email to address WiFi/Internet and Telecom issues in a fast-paced Help Desk environment. This role requires strong troubleshooting skills, the ability to utilize various applications, and a solid understanding of network technologies.
Key Responsibilities:
- Provide 24/7/365 technical support for WiFi, Internet, and Telecom issues, assisting Guests and Cast members via telephone and email.
- Troubleshoot and resolve technical issues using applications such as Airwave, CMS, ServiceNow, and MS Office.
- Monitor and support the health of all Telecom technologies and networks.
- Process mobility (cellular & radio) repair requests and new orders.
- Manage Work Being Performed and Gate Access requests for vendors.
- Generate and analyze operational reports related to call metrics, telephony performance, and Wi-Fi health.
Basic Qualifications:
- Strong technical acumen and troubleshooting skills.
- General knowledge of Wi-Fi networks, DOCSIS, and GPON fiber technologies.
- Excellent analytical, problem-solving, and communication skills.
- Ability to create and analyze multiple operational reports.
- Exceptional customer service skills.
- Proficiency in Microsoft Office (Excel, PowerPoint, Word).
- Flexibility to work varied schedules, including nights, weekends, and holidays.
- Ability to work effectively both in a team environment and independently.
Preferred Qualifications:
- Experience with ServiceNow.
- Familiarity with Aruba Airwave and Calix Management Systems.
- Prior experience in a call center or customer service role.
Required Education:
- Associate's degree or equivalent work experience.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
