Jomol Johnson
Technical Support Associate
- Role
- Support Associate at Hipoint Connect
- Location
- Kollam, KL, IN
- LinkedIn followers
- 500 followers
About Jomol Johnson
Technical Support Associate with hands-on experience in network troubleshooting, ISP…
Experience
Support Associate
Jun 2025 — Present · Trivandrum, IN
Delivering technical support for internet connectivity, router/modem issues, and basic network troubleshooting for residential and small business customers. • Utilized PRTG Network Monitor to proactively identify outages, monitor bandwidth usage, and trigger escalations for critical network alerts. • Guided customers through router setup, wireless configuration, firmware updates, and speed optimization techniques to improve network performance. • Logged, tracked, and resolved customer issues using CRM and ticketing systems, maintaining a high rate of first-call resolution and customer satisfaction. • Collaborated closely with NOC (Network Operations Center) and on-site field technicians to ensure timely escalation and restoration of service disruptions. • Provided support for common issues such as IP conflicts, DNS errors, slow browsing, and device connectivity, ensuring clear documentation of all steps taken. • Educated users on basic troubleshooting steps, safe internet practices, and equipment maintenance to reduce repeat issues. • Maintained adherence to SLA timelines and internal quality metrics for support resolution and communication effectiveness.
Education
Mahatma Gandhi University
Master of Business Administration - MBA
2024 — 2026
University of Kerala
Bachelor of Business Administration - BBA
2019 — 2022
Airospace college of aviation and management studies
Diploma in airport management cabin crew logistics and supply chain management
2021 — 2022
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