Technical Support Specialist I (Level 1)

The Technical Support Specialist I is responsible for providing first-line technical support for DISH SmartBox, IPTV systems, guest room entertainment solutions, and related network-connected devices. This role serves as the initial point of contact for hotels, property staff, and internal teams, diagnosing and resolving common issues while delivering exceptional customer service. Complex issues are escalated to Level 2 support as required.

Key Responsibilities

Technical Support

• Receive and respond to support requests via phone, email, ticketing system, and chat.
• Troubleshoot DISH SmartBox equipment, IPTV systems, set-top boxes, and guest room entertainment devices.
• Identify and resolve basic issues related to:
• TV channel availability
• SmartBox registration and connectivity
• IPTV streaming problems
• Coax Rf TV issues
• Remote controls and television configuration
• Guest room device resets and reboots
• Network connectivity affecting television services
• Verify device online status using management platforms and monitoring tools.
• Perform remote diagnostics and basic configurations.
• Escalate unresolved issues to Level 2 support with complete documentation.

Customer Service

• Provide professional support to hotel staff, management, and guests.
• Communicate technical information clearly to non-technical users.
• Maintain customer satisfaction while adhering to service level agreements (SLAs).
• Document troubleshooting steps and resolution details in the ticketing system.

Documentation

• Create detailed support tickets.
• Update knowledge base articles and troubleshooting guides.
• Track recurring issues and report trends to management.

Education

• High School Diploma or equivalent required.
• Associate degree in Information Technology, Networking, Telecommunications, or related field preferred.

Experience

• 1-2 years of technical support, help desk, hospitality technology, or customer service experience preferred.

Technical Knowledge

Basic understanding of

• IPTV and television systems
• COAX and Distribution Systems
• TCP/IP networking fundamentals
• DHCP, DNS, and Internet connectivity
• Smart TVs and streaming platforms
• Windows operating systems
• Mobile device troubleshooting

Soft Skills

• Strong customer service skills
• Excellent verbal and written communication
• Ability to follow troubleshooting procedures
• Attention to detail
• Ability to work in a fast-paced environment

Preferred Certifications

• CompTIA A+
• CompTIA IT Fundamentals (ITF+)
• HDI Support Center Analyst (SCA)