Remote ISP Support Technician - Tier 1

Lateam Partners; United States; Remote; USD 28,000 - 34,000; Full time

Benefits offered by this job

100% remote position

Job summary

Lateam Partners' client is seeking a Level 1 ISP Support Technician to deliver first‑level tech support for customers across the United States. You will troubleshoot connectivity issues, assist with CPE setup, and document resolutions in the ticketing system.

The role emphasizes basic diagnostics (PING, traceroute, speed tests), guiding customers through steps, and escalating complex problems to Level 2. Candidates should have 1–2 years in telecom support, solid English, and flexibility for

Qualifications

• 1–2 years of experience in technical support or customer service within an ISP or telecommunications environment.
• Basic networking knowledge, including TCP/IP, DHCP, DNS, and NAT.
• Hands-on experience with modems, routers, and ONT devices.
• Ability to interpret LED indicators and basic device status signals.
• Familiarity with basic network diagnostic commands (PING, tracert/traceroute).
• Advanced English level (C1 or C2).
• Ability to work rotating shifts.

Responsibilities

• Provide Level 1 technical support to internet service customers via phone, chat, and ticketing systems.
• Perform basic connectivity diagnostics including PING, traceroute/tracert, and speed tests.
• Guide customers through standard troubleshooting procedures such as equipment reboot, physical connection checks, and cable testing.
• Assist with basic configuration and setup of CPE devices (modems, routers, ONT).
• Identify and troubleshoot common service issues including loss of sync, slow speeds, intermittent connectivity, and WiFi-related problems.
• Accurately document all customer interactions, findings, and resolutions in the ticketing system.
• Escalate unresolved or complex issues to Level 2 support or field technicians following internal procedures.
• Verify network status using NOC tools and monitoring platforms.
• Provide basic support for additional services such as VoIP, IPTV, or digital telephony, when applicable.

Skills

Networking basics

Customer support

TCP/IP

Modems/ONT

LED indicators

Diagnostics basics

English Proficiency

Shift work

Tools

NOC tools

Monitoring platforms

Ticketing system

Job description

Lateam Partners' client is seeking a Level 1 ISP Support Technician to deliver first‑level tech support for customers across the United States. You will troubleshoot connectivity issues, assist with CPE setup, and document resolutions in the ticketing system.

The role emphasizes basic diagnostics (PING, traceroute, speed tests), guiding customers through steps, and escalating complex problems to Level 2. Candidates should have 1–2 years in telecom support, solid English, and flexibility for