ISP Technician

TEKsystems; Remote; USD 10,000 - 60,000; Full time

Job summary

A technology staffing firm is seeking an ISP Support Technician for a remote position based in Huntsville, AL. The role involves providing technical support for an Internet Service Provider, handling inbound calls and managing tickets effectively. Candidates must reside within 90 miles of corporate offices and have strong troubleshooting skills. The pay range is $15.00 - $15.50 per hour, with benefits including medical, dental, and a 401K plan.

Benefits

401(k) Retirement Plan

Medical, dental & vision

Short and long-term disability

Paid Time Off (PTO)

Qualifications

• Must reside within 90 miles of corporate office.
• Familiar with ticketing systems.
• Experience in providing technical support.

Responsibilities

• Provide world-class customer support for ISP.
• Manage technical support tickets efficiently.
• Diagnose voice, data, video, and connectivity issues.

Skills

Cable, Modem, Internet

Phone, Email & Web Chat Support

Networking & Telecommunications

Troubleshooting

Ticketing System

Google IT Professional or studying for CompTIA

Job description

ISP Support Technician

Must reside within 90 miles of: Raleigh, NC; Cedar Rapids, IA; Huntsville, AL.

100% remote.

Technical Skills

• Cable, Modem, Internet
• Phone, Email & Web Chat Support
• Networking & Telecommunications
• Troubleshooting
• Ticketing System
• Google IT Professional or studying for CompTIA

Overview

This position is the step before the Help Desk Analyst title and will build a foundation of IT Help Desk skill, enabling a career in call center or IT support. It is a fast‑paced role handling inbound calls to provide technical support. Applicants should be aware of the attendance policy: agents may not miss any days during the required 1‑month training period.

Responsibilities

• Provide world‑class external customer support for an Internet Service Provider within a 24x7x365 environment.
• Answer technical support calls, chats and emails in a professional manner that adheres to company and departmental policies.
• Manage a volume of 50‑75 tickets per 8‑hour shift.
• Learn and support 50+ client accounts, navigating computer systems unique to each member.
• Assist customers in diagnosing voice, data, video, and connectivity issues.
• Answer questions and provide solutions that ensure an optimal customer experience.
• Troubleshoot internet, cable, and modems for business and residential customers.
• Document and record phone calls within multiple ticketing systems.
• Provide backup assistance for other Technical Support Representatives.
• Call hopping and call avoidance are monitored heavily.
• Daily attendance is monitored; only one absence per month is allowed during the first few months.

Start Date & Equipment

• Start Date: March 9, 2026
• Orientation: week of March 2
• Equipment pick‑up: week of March 2
• Maintain your own internet connection
• If your home internet goes down, you must have a backup plan to maintain good standing

Shift

• Candidates will choose an early, middle or late 2nd shift schedule
• 40‑hour workweek, 5‑day workweek, 2‑off days
• 8‑hour shift, 1‑hour lunch
• Once schedule is chosen, candidates will not be able to change
• Early‑2nd shift (10 am‑7 pm)
• Middle‑2nd shift (12 pm‑9 pm)
• Late‑2nd shift (3 pm‑12 am)
• 2 days off per week, not consecutive
• Will work 1 Saturday or 1 Sunday per week

Environment

• Work from home; must have reliable internet, childcare, and minimal distractions
• Your remote address must remain within 90 miles of a corporate office
• Home office must be hardwired into your internet; Wi‑Fi or hotspots will not be accepted
• Performance evaluation
• Attendance evaluation

Pay Scale & Incentives

• Payouts will be based on 5-Key Performance Indicators:
  • AHT (Average handle time)
  • Schedule Adherence
  • QA Scores
  • Attendance
  • Ticket Errors
• Payouts are not paid if on verbal or written warning
• Salary increase after 4 months
• 401K & PTO opportunity

Job Type & Location

This is a Contract to Hire position based out of Huntsville, AL.

Pay & Benefits

The pay range for this position is $15.00 – $15.50 per hour.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

We are an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.