Entry-Level Network Support Technician

Socket.dev; New Lisbon (IN); On-site; USD 32,000 - 46,000; Full time

Job summary

New Lisbon Broadband & Communications (NLBC) is seeking a Network Support Technician to provide frontline technical support for broadband and voice customers. This entry-level role focuses on learning NLBC’s network while assisting customers with basic troubleshooting.

You will diagnose routers, ONTs and wireless equipment, document ticket notes, and escalate complex issues with clear information. Training will be provided and opportunities for advancement exist.

Qualifications

• High school diploma or equivalent required.
• Basic understanding of computer networks, routers, Wi‑Fi and internet connectivity.
• Familiarity with TCP/IP, DHCP, DNS, ping and traceroute.
• Ability to follow a structured troubleshooting process.
• Strong communication and customer-service skills.

Responsibilities

• Receive, document and troubleshoot customer internet and voice trouble tickets
• Perform initial diagnostics on routers, ONTs, wireless equipment and customer connectivity
• Review network monitoring systems and service alarms
• Determine whether reported problems are isolated customer issues or part of a larger outage
• Troubleshoot common issues involving Wi‑Fi, Ethernet connections, IP addressing, DHCP and DNS
• Guide customers through basic troubleshooting steps by telephone
• Create complete and accurate ticket notes, including testing performed and results
• Escalate unresolved or network‑level problems with the necessary information already gathered
• Communicate service updates and expected next steps to customers
• Coordinate with network, field operations and customer service personnel
• Follow established troubleshooting procedures and escalation guidelines
• Assist with equipment configuration, documentation and other network‑support projects as experience develops
• Participate in occasional after‑hours support or outage response as needed

Skills

Networking basics

Customer service

Troubleshooting

Communication skills

Documentation

Teamwork

Education

High school diploma or equivalent

Job description

New Lisbon Broadband & Communications (NLBC) is seeking a Network Support Technician to provide frontline technical support for broadband and voice customers. This entry-level role focuses on learning NLBC’s network while assisting customers with basic troubleshooting.

You will diagnose routers, ONTs and wireless equipment, document ticket notes, and escalate complex issues with clear information. Training will be provided and opportunities for advancement exist.