Tier 1 Data Support Tech

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

We are seeking an experienced basic technical support technician specializing in Internet and circuit connectivity. This role focuses on troubleshooting connectivity issues across Layers 1–3. The ideal candidate will have a solid understanding of the OSI model, strong remote troubleshooting skills, and the ability to accurately document tickets, follow up with customers, identify trends, and deliver effective problem-solving solutions.

Responsibilities:

• Provide basic technical support for internet-related issues, ensuring timely and effective solutions for customers.
• Document support tickets accurately and comprehensively, maintaining detailed records of troubleshooting steps and resolutions.
• Engage in customer follow-up to ensure satisfaction and address any additional concerns or questions.
• Identify trends and patterns in network-related incidents, proactively proposing solutions or improvements to enhance service quality.
• Collaborate with cross-functional teams to resolve escalated technical issues and contribute to continuous process improvements.
• Stay updated with industry trends, internet technologies, and best practices to provide informed and efficient support.

Qualifications:

• At least 2 years of customer service experience.
• Strong understanding of networking principles and protocols related to troubleshooting internet connectivity issues.
• Excellent documentation skills with the ability to create comprehensive reports and maintain detailed records.
• Proven ability to analyze and identify trends in technical issues, suggesting improvements or solutions.
• Exceptional problem-solving skills and the capability to handle complex technical challenges efficiently.
• Associate’s degree in networking, computer technology, CCNA, or a similar certification in networking is a plus.