Tier 1 Connectivity Support Specialist

Apt; Birmingham (AL); On-site; USD 38,000 - 52,000; Full time

Job summary

Apt in Birmingham, AL seeks an experienced basic technical support technician specializing in Internet and circuit connectivity. You will troubleshoot issues across Layers 1–3 and document tickets clearly while following up with customers.

The role emphasizes remote troubleshooting, trend identification, and collaboration with cross-functional teams to resolve escalations and improve service quality. A strong customer-service mindset and solid networking knowledge are essential.

Qualifications

• 2+ years in customer service with technical exposure.
• Solid understanding of networking concepts and troubleshooting.
• Strong ability to document issues and resolutions clearly.

Responsibilities

• Provide basic technical support for internet-related issues and troubleshoot connectivity.
• Document support tickets with detailed troubleshooting steps and resolutions.
• Follow up with customers to ensure satisfaction and address concerns.
• Identify trends in network issues and propose improvements.
• Collaborate with cross-functional teams to resolve escalated problems and drive process improvements.
• Stay updated on industry trends and best practices in networking.

Skills

Networking principles

Customer service

Documentation

Trend analysis

Problem solving

Education

Associate’s degree in networking

CCNA or networking certification

Job description

Apt in Birmingham, AL seeks an experienced basic technical support technician specializing in Internet and circuit connectivity. You will troubleshoot issues across Layers 1–3 and document tickets clearly while following up with customers.

The role emphasizes remote troubleshooting, trend identification, and collaboration with cross-functional teams to resolve escalations and improve service quality. A strong customer-service mindset and solid networking knowledge are essential.