On-Site Level 1 Tech Support Specialist

ICES: Data, Discovery, Better Health; Escanaba (MI); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

401(k) matching

Medical, dental and life insurance

Holiday pay

Paid time off

Job summary

Michigan Broadband Services in Escanaba, MI is hiring Level 1 Support Technicians for an on-site role, with initial training in Carney, MI. You will be the first contact for customers, troubleshooting fiber, fixed wireless, DSL, voice, and TV services and owning issues until resolved or escalated.

We value patience and clear explanations as much as technical skill. You must document steps and outcomes, communicate next steps, and be able to work evenings or weekends as part of an after-hours

Qualifications

• High school diploma or equivalent.
• Strong customer service and communication skills with a professional phone presence.
• Ability to explain things in plain language and stay patient with customers of varying technical levels.
• Comfort using a computer, working across multiple systems, and documenting work accurately.
• Desire to learn networking and ISP technology.
• Availability for scheduled shifts, including evenings, weekends, and on-call rotation.

Responsibilities

• Resolve customer issues across fiber, fixed wireless, DSL, voice, and TV services.
• Troubleshoot connectivity and equipment issues and guide customers to resolution.
• Follow troubleshooting guides and confirm resolution with customers.
• Support residential and business customers with appropriate urgency and communication.
• Document troubleshooting steps and customer impact for handoffs.

Skills

Customer service

Communication

Explain concepts

Documentation

Learning mindset

Availability

Education

High school diploma

CompTIA A+ or Network+

Tools

Adtran

Calix

Job description

Michigan Broadband Services in Escanaba, MI is hiring Level 1 Support Technicians for an on-site role, with initial training in Carney, MI. You will be the first contact for customers, troubleshooting fiber, fixed wireless, DSL, voice, and TV services and owning issues until resolved or escalated.

We value patience and clear explanations as much as technical skill. You must document steps and outcomes, communicate next steps, and be able to work evenings or weekends as part of an after-hours