Junior Network Support Technician

New Lisbon Telephone Company, Inc.; New Lisbon (IN); On-site; USD 36,000 - 54,000; Full time

Job summary

New Lisbon Broadband & Communications is seeking a Network Support Technician to provide frontline technical support for our broadband and voice customers. This entry‑level position develops a career in telecommunications by diagnosing and resolving common service issues.

Responsibilities include handling trouble tickets, performing initial diagnostics on routers, ONTs and Wi‑Fi, escalating complex problems, and documenting testing results.

Qualifications

• High school diploma or equivalent required.
• Technical training, certifications or experience in IT, networking, telecommunications or help‑desk support preferred.
• Basic understanding of computer networks, routers, Wi‑Fi and internet connectivity.
• Familiarity with TCP/IP, DHCP, DNS, ping and traceroute preferred.
• Ability to follow a structured troubleshooting process.
• Strong communication and customer‑service skills.
• Ability to explain technical information in a clear and understandable manner.
• Strong attention to detail and accurate documentation.
• Ability to remain calm and organized while handling multiple service issues.
• Willingness to learn NLBC’s network, equipment and support systems.
• Ability to work effectively both independently and as part of a team.

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

Troubleshooting

Communication

Documentation

Teamwork

Learning attitude

Customer service

Explain technical info

Education

High school diploma

Technical training or IT certifications preferred

Job description

New Lisbon Broadband & Communications is seeking a Network Support Technician to provide frontline technical support for our broadband and voice customers. This entry‑level position develops a career in telecommunications by diagnosing and resolving common service issues.

Responsibilities include handling trouble tickets, performing initial diagnostics on routers, ONTs and Wi‑Fi, escalating complex problems, and documenting testing results.