Job Description
Sierra Advantage is a local Internet Service Provider based in Shingle Springs, CA - about 30 miles East of Sacramento, along U.S. Highway 50. We are currently seeking a qualified person to fill the role of a Technical Support Representative.

Applicant Qualities
Qualified applicants for this position will be aware of the following duties:

• Assist the regular support staff in making sure all end user support needs are met in a timely manner.
• Respond to support inquiries via telephone, email, and walk-ins.
• Function as the point of contact to handle issues that come in from distressed customers
• Keep Service Operation Manager informed of support status and trends as they develop.

Job Qualities and Responsibilities
The qualified applicant for this position will have the following qualities:

• Excellent troubleshooting and problem solving skills
• Excellent communication skills in verbal and email areas
• Pleasant and helpful demeanor in all interactions with customers
• Assist tech support call queue and email queue to be sure customer requests are being handled
• Take ownership of problematic and exceptional support cases as needed
• Oversee customer communication during any service interruptions
• Coordinate the support schedule to be sure all work times are covered
• Assist Support technicians in customer service and problem solving skills
• Inform the tech Support Operations Manager of any problems or trends that may indicate degraded service levels

Technical Skills
The qualified applicant for this position should possess the following skills:

• Fluent knowledge of Windows desktop operating systems
• Knowledge of Macintosh operating systems
• Experience with standard Internet configurations and protocols including:
  • TCP/IP, Dial-Up Connections
  • LAN Connections for broadband services and home networking
  • SMTP and POP3 email configurations, FTP, DNS
• Experience with web browser and email program troubleshooting and configuration
• Ability to handle escalated troubleshooting cases & provide resolution is a Plus

Experience
The qualified applicant for this position will have a significant background in customer support roles in a technical field, preferably in the area of an Internet Service Provider. Previous wireless or Satellite installation experience a major plus.

Application
To submit your application for this position, send a cover letter, resume, and salary requirements in reply tothis posting at jobs@sierradvantage.com. No phone calls, please.

Company Description
Sierra Advantage is a local Wireless Internet Service Provider (WISP) based in Shingle Springs, CA - about 30 miles East of Sacramento, along U.S. Highway 50. Sierra Advantage provides Fixed Wireless Broadband Internet service throughout western El Dorado County. Sierra Advantage's innovative network infrastructure equipment and professional services enable high-speed Internet services to residential and business subscribers. We are currently seeking a qualified person to fill the role of a Wireless Internet Technician/Equipment Installer.

Do you:

• Enjoy meeting new people?
• Like working with your hands?
• Prefer working outdoors with some of the best views of the area?
• Like being creative in solving problems?
• Enjoy working with computers and new technology?
• Have great customer service skills?
• Take pride in a quality job well done?
• Want variety in your job?
• Want to work for a small but fast growing local technology company?

Position Summary
Equipment Installers are responsible for the installation of equipment used in Fixed Wireless Broadband Internet service networks. This position requires a high school diploma or GED; prior installation experience is a plus but not necessary. Additionally, installers must have a valid driver's license with a clean driving record. Essential functions of the job include, but are not limited to:

• Perform pre-installation site surveys to determine eligibility for Fixed Wireless Broadband service
• Explain to customers how the service works, and what is involved with a service installation procedure
• Pre-configure equipment in a test lab environment in preparation for on-site installation
• Install Fixed Wireless Broadband Internet repeater and customer radio devices on homes and businesses
• Connect customer's computers and/or existing networks to the wireless Internet radio devices then test and verify they are operational
• Show the customer how to connect to the Internet and send e-mails
• Collect payment from customers upon completion of installation
• Present a professional image of the company to the public
• Complete disconnects, downgrades, non-pay disconnects and network performance audits
• Consistently maintain an above average level of productivity while also maintaining acceptable completion percentages of installations, which will be more fully defined
• Must maintain a superior rating in quality of workmanship
• Other functions that may be assigned

Requirements

• Knowledge of Windows & Macintosh operating systems
• Experience with standard Internet configurations and protocols including: TCP/IP, DHCP, LAN Connections for Broadband Internet, SMTP and POP3 e-mail configurations, FTP, DNS
• Experience with current web browser and e-mail programs
• Ability to follow wiring diagrams and create Ethernet cables
• Demonstrated manual dexterity, ability to climb ladders, work on roof tops, and able to lift and carry 40 lbs
• Ability to use various power and hand tools
• Ability to diagnose, troubleshoot, and perform repairs
• Understand and practice safety policies and use safety equipment at all times
• Be responsible for and operate company vehicle in a safe manner
• Able to communicate with customers and co-workers in a professional manner
• Work well within a team demonstrating leadership abilities, have satisfactory written/reading communication skills as well as good customer service skills and be adaptable to changing environments
• Ability to work in all types of weather
• Reliable personal vehicle as needed

Hours
This position is part time (Mon-Sat, 3 to 4 days) but may lead to a full-time position with benefits. Training available for the right candidate.

Compensation
Base pay plus commissions

Application
To submit your application for this position, send a cover letter, resume, and salary requirements to jobs@sierradvantage.com. No phone calls, please.