Job Description:

Tier 2 Help Desk Agent

at Boingo

Columbia, SC

Tier 2 Help Desk Agent

We are seeking a Tier 2 Help Desk Agent to join our fun team that is based in Columbia, SC. Our agents currently have the flexibility of working from home or from the office. Employee safety first, that's how we roll. You will be responsible for Troubleshooting a variety of technical issues relating to networks, devices (laptops, cell phones, tablets, TVs, game consoles, etc.) and equipment issues.

The available shift is from 5:30 pm to 2:00 am. The ability to work these hours is a requirement of the position.

Responsibilities

• Troubleshoot network, devices (laptops, cell phones, tablets, TVs, game consoles, etc.), and equipment issues


• Accurately determine if Tier I tickets should be dispatched or escalated to Tier III for additional assistance


• Remotely troubleshoot switch configuration issues


• Locate access points and determine level of functionality (heartbeats, number of users, etc.)


• Determine when wireless access points need to be rebooted to fix connection issues


• Use MAC addresses to find out connection status for devices


• Dish Satellite or DTV cable troubleshooting


• Reboot POE injectors, wireless access points, receiver racks and other items on the remote power controller


• Correct video and programming issues on sentinel server, COM 1000, IRK, HDHR

Requirements

• High School Diploma or GED


• Network and Wireless troubleshooting experience


• 2+ years of customer service experience


• 3+ years of technical support experience


• Strong written and oral communication skills


• Refined telephone etiquette


• Available to work the available shift: 5:30 pm - 2:00 am.

Meet Boingo

Boingo Wireless, Inc. (NASDAQ: WIFI) helps the world stay connected. Our vast footprint of Wi-Fi and cellular networks covers more than a million locations and reaches over a billion consumers annually - in places as varied as airports, stadiums, student housing, and military bases. The Boingo platform drives revenue through various products, including Wi-Fi, DAS (cellular), Media, Wholesale, and more.

We're an enthusiastic team, dedicated to growing our business by building amazing, valuable products. Boingo boasts a super-fun, collaborative work environment, with team happy hours, a Halloween costume contest, fall tailgate party, and more. We offer an incredible benefits package, including unlimited vacation, parental leave, health, dental, vision, 401(k) match, equity, and more. It's no wonder we've been named among the Best Places to Work in Los Angeles, where we're headquartered, for five years straight, and counting!

Boingo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, disability or veteran status.

COVID-19 update: Yes, Boingo is hiring! Through our vast footprint of wireless networks, Boingo helps the world stay connected to the people and things they love. Our mission is as important now, as ever. Your health and safety, and that of our employees is also important. We conduct video interviews, and practice public health recommendations of the CDC and local authorities.

The health, happiness, and welfare of our team - current and future teammates - is our top concern. Therefore, we're conducting our "in-person" interviews via video, proving the power of virtual connection. We can still get to know one another, while following the latest public health recommendations. So, connect with Boingo today, and help us continue to connect the world with the people and things they love

Apply for this Job

* Required

//<![CDATA[

//]]>

window.addEventListener('load', function() {
if ($) {
$("iframe[src*='linkedin.com']").attr("title", "Apply with LinkedIn")
}
});

---

var EMAIL_ADDRESS_VALIDATOR_URL = 'https://email-address-validator.us.greenhouse.io/address/validate';

First Name *

Last Name *

Email *

Phone *

Resume/CV *

Drop files here

Attach

Dropbox

Paste

Cover Letter

Drop files here

Attach

Dropbox

Paste

---

Address*

City*

State*

Zip Code*

LinkedIn Profile

Website

Have you ever worked for Boingo Wireless as an employee before? *

--
Yes
No

How did you hear about this position?*

Do you now or will you in the future require employer sponsorship to work in the United States?*

--
Yes
No

If you are an individual with disabilities who needs accommodation or you are having difficulty using our website to apply for employment, please contact Recruiting Department at 310-586-5180.

Are you able and willing to work our open shift from 5:30 pm to 2:00 am? This is the only shift open.

*

---

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Boingo are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Gender
Please selectMale
Female
Decline To Self Identify

Are you Hispanic/Latino?
Please selectYes
No
Decline To Self Identify

Please identify your race
Please selectAmerican Indian or Alaskan Native
Asian
Black or African American
Hispanic or Latino
White
Native Hawaiian or Other Pacific Islander
Two or More Races
Decline To Self Identify

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status
Please selectI am not a protected veteran
I identify as one or more of the classifications of a protected veteran
I don't wish to answer

---

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

• Autism
• Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
• Blind or low vision
• Cancer
• Cardiovascular or heart disease
• Celiac disease
• Cerebral palsy
• Deaf or hard of hearing
• Depression or anxiety
• Diabetes
• Epilepsy
• Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
• Intellectual disability
• Missing limbs or partially missing limbs
• Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)
• Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

Disability Status
Please selectYes, I have a disability, or have a history/record of having a disability
No, I don't have a disability, or a history/record of having a disability
I don't wish to answer

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

---

Apply Now