Tier 1 Data Support Tech

Apt; Birmingham (AL); On-site; USD 42,000 - 60,000; Full time

Job summary

Apt in Birmingham, AL seeks an experienced basic technical support technician specializing in Internet and circuit connectivity. The role focuses on troubleshooting connectivity issues across Layers 1–3, with a solid understanding of the OSI model and strong remote troubleshooting skills.

Responsibilities include documenting tickets, following up with customers, identifying trends, and collaborating with cross-functional teams to resolve escalated issues.

Qualifications

• 2+ years of customer service experience.
• Strong understanding of networking principles and troubleshooting internet connectivity.
• Excellent documentation skills with the ability to create comprehensive reports.

Responsibilities

• Provide basic technical support for internet-related issues, ensuring timely and effective solutions.
• 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.
• 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.

Skills

Networking basics

OSI model

Remote troubleshooting

Documentation

Trend analysis

Cross-functional collaboration

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.