Technical Support Specialist - Tier 1

Lateam Partners; EUA; Teletrabalho; USD 28 000 - 34 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

100% remote position

Resumo da oferta

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

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Networking basics

Customer support

TCP/IP

Modems/ONT

LED indicators

Diagnostics basics

English Proficiency

Shift work

Ferramentas

NOC tools

Monitoring platforms

Ticketing system

Descrição da oferta de emprego

Our client is looking to hire a Level 1 ISP Support Technician to provide first-level technical assistance to internet service customers across the United States. This role is focused on troubleshooting basic connectivity issues, customer premises equipment (CPE) such as modems, routers, and ONTs, and ensuring a positive end-user experience. Issues that cannot be resolved at Level 1 must be properly documented and escalated to Level 2 support teams.

Key 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.

Required 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.

Preferred Qualifications

• Previous experience working in ISP call centers or technical support teams.
• Knowledge of wireless networking concepts, including WiFi 2.4 GHz and 5 GHz, SSID configuration, channels, and interference.
• Entry-level certifications such as CompTIA Network+ or equivalent.

Soft Skills

• Strong customer-service orientation with high levels of empathy.
• Clear and effective communication skills.
• Ability to manage stress in high-volume support environments.
• Strong organizational skills and attention to case follow-up.
• Analytical thinking and problem-solving mindset.

Work Conditions

• 100% remote position (LATAM-based candidates only).
• Rotating shifts, which may include weekends and holidays depending on operational needs.