Technical Support Technician

GoNetspeed; Town of Phelps (NY); On-site; USD 23,866 - 33,992; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Employee assistance program

Employee discount

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Referral program

Vision insurance

Job summary

GoNetspeed is seeking a Technical Support Technician to join its Network Operations Center. The role will provide Level I and some Level II troubleshooting for Wi‑Fi, PON networks, Internet and VoIP, reporting to the NOC Manager and coordinating with other teams as needed.

After 2–3 weeks of training, shifts are Tue–Sat (8‑hour) or Wed–Sat (10‑hour). An Associate Degree in IT plus 2 years in tech support is preferred; strong MS Office and excellent communication are essential.

Qualifications

• Associate Degree in Information Technology preferred with at least 2 years’ experience in a Technical Support role.
• Proficiency in Microsoft Office applications.
• Strong project management and organizational skills.
• Excellent interpersonal, relationship, and communication skills (written and oral).
• Understanding of network technology industry and terminology.

Responsibilities

• Document all calls in the trouble ticketing system.
• Explain complex technical issues to customers clearly.
• Respond professionally to customers.
• Perform customer callbacks and small business support.
• Monitor systems and respond to major events.
• Work in a fast-paced environment and multitask effectively.
• Answer incoming repair calls and be first point of contact for technical support.
• Troubleshoot Wi‑Fi and VoIP related issues.
• Assist with new installation setup (data/voice).
• Resolve customer complaints and navigate multiple systems as needed.
• Handle order issues and escalations.

Education

Associate Degree in Information Technology

MS Office proficiency

Project management

Interpersonal communication

Network technology knowledge

Tools

Microsoft Office

Job description

Here at GoNetspeed, we believe in the power of connectivity. We believe that life doesn’t wait for us to catch up. We believe that providing the fastest and most reliable Internet to the communities we serve means committing to the present and building for the future.

And we believe that our amazing team of employees are the key to our future and vision of connecting communities for today and for whatever comes next. If this excites you, come and join our team.

The Technical Support Technician position will be a key position within GoNetspeed's Network Operations Center. This candidate will be responsible for providing Level I and potentially some Level II troubleshooting and technical assistance in the areas of Wi‑Fi, PON Networks, Internet and VoIP. This person will directly report to the NOC Manager and will interface with the other work groups as needed. After completing 2-3 weeks of training Monday‑Friday, the shift options are either Tuesday‑Saturday (8‑hour shifts) or Wednesday‑Saturday (10‑hour shifts).

Essential Job Functions

• Clearly documenting all calls via our trouble ticketing system.
• Communicating complex technical issues to customers in an easy-to-understand manner.
• Respond professionally and proficiently to customers.
• Perform customer call backs as appropriate and small business customer support.
• Proactively monitor all in‑service systems and respond to major events appropriately.
• Ability to work in a fast‑paced environment and multi‑task proficiently.

Level I Support

• Answer incoming customer repair calls.
• Be the first point of contact for our customers concerning technical / small business account support.
• Troubleshoot with customers.
• Troubleshoot Wi‑Fi and VoIP related issues.
• New installation setup – data and/or voice.
• Resolve customer complaints of any type.
• Ability to navigate a number of systems for outside plant, customer management, back‑office support, etc.
• Ability to resolve order issues and handle escalations.

Preferred Skills

• Post‑secondary education in a related field or equivalent work experience preferred.
• Proficiency in the use of Microsoft Office applications.
• Strong project management and organizational skills are essential.
• Excellent interpersonal, relationship, and communication skills (written and oral).
• Understanding of network technology industry and terminology.

Education and Experience

Associate Degree in Information Technology preferred with at least 2 years’ experience in a Technical Support role.

$21 – $21 an hour

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

GoNetspeed is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity, color, race, creed, national origin, religious persuasion, marital status, political belief, or disability.

Thank you for choosing GoNetspeed as your potential next employer! We know you have other options when selecting an employer of choice and are so glad you chose to apply with us.