ISP Technician

TEKsystems; Huntsville (AL); Remote; USD 21,000 - 23,000; Full time

Job summary

TEKsystems is seeking an ISP Technician to support customers remotely from Huntsville, AL, with shifts across early, mid, and late 2nd periods. You will handle calls, chats, and emails, diagnose connectivity issues, and document details in ticketing systems.

The role requires reliable home internet, adherence to attendance policies, and the ability to maintain performance under 24x7x365 conditions. Training is mandatory.

Qualifications

• Cable, modem, internet knowledge and hands-on troubleshooting.
• Phone, email and web chat support experience.
• Networking and telecommunications basics.
• Strong diagnostic and troubleshooting skills.
• Experience with ticketing systems and issue tracking.
• Familiarity with Google IT Professional or CompTIA studies.

Responsibilities

• Provide 24/7 customer support for an ISP.
• Answer technical support calls, chats, and emails per policy.
• Manage 50–75 tickets per 8-hour shift.
• Learn and support 50+ client accounts.
• Assist customers in diagnosing voice, data, video and connectivity issues.
• Provide solutions to ensure a positive customer experience.
• Troubleshoot internet, cable and modem issues for business/residential customers.
• Document calls in multiple ticketing systems.
• Provide backup support for other techs.
• Attendance and schedule adherence tracked closely.

Skills

Cable/Modem/Internet

Phone/Email/Web Chat Support

Networking & Telecommunications

Troubleshooting

Ticketing System

Google IT Professional/CompTIA prep

Tools

Ticketing System

Job description

ISP TECHNICIAN

REMOTE-*must reside within 90 miles of: Raleigh, NC, -- Davenport, IA -- or -- Huntsville, AL

Overview

This position is the step before the Help Desk Analyst title, but will build a foundation of IT Help Desk skill, which will allow you to start your call center or IT career. This is a fast-paced position, handling inbound calls to provide technical support. Applicants should be aware of the attendance policy, where agents cannot miss any days during the required 1-month training portion. The company provides solutions that help our 1,500 electric and telephone members bring all the advantages of todays evolving technology to rural America. Company solutions are developed specifically to meet the needs of rural utilities and their customers, and include integrated smart grid solutions, advanced metering networks, next-generation energy, grid intelligence, broadband, managed services, mobile and video. Support a dynamic, growing cooperative with more than 800 employees operating out of eight office locations. We are looking to add experienced staff to our growing company to help our rural cooperative members develop their technology. Our approach is to educate and support our members as we work with them through a consultative process.

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

DUTIES

• 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 volume of 50-75 tickets, per 8-hour shift.
• Learn and support 50+ client accounts, as well as navigate 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 and only 1 absence per month is allowed during the first few months.

START DATE & EQUIPMENT

• Start Date November 2, 2026
• 1-hour Virtual Orientation takes place October 29 (Mandatory)
• Equipment pick-up and shipping is the week of October 26
• You will need to maintain your own internet connection
• If your home internet goes down, you will need a backup plan to maintain good standing

SHIFT

• Candidates will choose an early, middle or late 2nd shift schedule
• 40-hour workweek, 5-work days, 2-off days
• 8-hour shift, 1-hour lunch
• Once schedule is chosen, candidates will not be able to change
• Early-2nd shift (10am-7pm)
• Middle-2nd shift (12pm-9pm)
• Late-2nd shift (3pm-12am)
• 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, work-from-home address must remain within 90 miles of a corporate office.
• It is required for your home office to be hardwired into your internet.
• Wi-Fi or hotspots will not be accepted.
• Performance Evaluation.
• Attendance Evaluation.

METRICS & 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 increases after 4 months

Job Type & Location

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

Pay And Benefits

The pay range for this position is $15.50 - $15.50/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness
• Accident
• Hospital 401(k)
• Retirement Plan Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&DD 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)

Job Type & Location

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

Application Deadline

This position is anticipated to close on Oct 16, 2026.

Workplace Type

This is a fully remote position.

Equal Opportunity and Legal

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

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.