Remote Technical Support Specialist – Network & Fiber

Vero Networks; United States; Remote; USD 42,000 - 62,000; Full time

Job summary

Vero Broadband is seeking a Technical Support Representative to provide first-line support for customers and respond to system alerts. This remote, US-based role requires multitasking, prioritization, and effective communication to manage incidents in line with quality standards.

You will log and resolve issues, coordinate with field engineers and vendors, and keep customers updated on outages and upgrades. Strong problem-solving and customer-care skills are essential.

Qualifications

• 2–3 years of experience in a technical support role.
• High School diploma or GED.
• Successful training or certification in Cisco, Cambien, Calix and Juniper.
• Working knowledge of switches, routers, firewalls and RF technologies such as LTE and Wi‑Fi.
• Understanding of data and signal flow through a network.
• Understanding of support tools and how technology is used for wireless and fiber Internet.
• Experience with telnet, RDP, traceroute, Ping and other network troubleshooting methods.
• Excellent written and verbal communication and customer-care skills.
• Ability to organize and prioritize work and adapt to changes quickly.
• Self-guided learning and ability to work in a fast-paced team environment.
• Self-motivated with problem solving and escalation when needed.

Responsibilities

• Be actively logged in and available to answer all incoming calls from customers and troubleshoot issues.
• Monitor inbound emails and manage incidents in the ticketing system.
• Perform troubleshooting, fault identification and implement resolution or workaround to reestablish services quickly.
• Coordinate maintenance with field support, network engineers, and vendors.
• Provide regular notifications to customers on outages and upgrades.
• Document all processes and outages in internal ticketing systems.

Skills

Customer service

Troubleshooting

Network basics

Remote support

Communication skills

Education

High School diploma or GED

Tools

Cisco certification

Cambien

Calix

Juniper

Job description

Vero Broadband is seeking a Technical Support Representative to provide first-line support for customers and respond to system alerts. This remote, US-based role requires multitasking, prioritization, and effective communication to manage incidents in line with quality standards.

You will log and resolve issues, coordinate with field engineers and vendors, and keep customers updated on outages and upgrades. Strong problem-solving and customer-care skills are essential.