Network Support Technician – Tier 1

Description

New Lisbon Broadband & Communications (NLBC) is seeking a Network Support Technician to provide frontline technical support for our broadband and voice customers. This is an entry-level technical position designed for someone with a basic understanding of computer networking who is interested in developing a career in telecommunications.

The Network Support Technician will receive and troubleshoot customer trouble tickets, complete initial diagnostics and resolve common service issues. More complex network problems will be documented and escalated to the appropriate network or operations personnel.

Responsibilities

• Receive, document and troubleshoot customer internet and voice trouble tickets

• Perform initial diagnostics on routers, ONTs, wireless equipment and customer connectivity

• Review network monitoring systems and service alarms

• Determine whether reported problems are isolated customer issues or part of a larger outage

• Troubleshoot common issues involving Wi-Fi, Ethernet connections, IP addressing, DHCP and DNS

• Guide customers through basic troubleshooting steps by telephone

• Create complete and accurate ticket notes, including testing performed and results

• Escalate unresolved or network-level problems with the necessary information already gathered

• Communicate service updates and expected next steps to customers

• Coordinate with network, field operations and customer service personnel

• Follow established troubleshooting procedures and escalation guidelines

• Assist with equipment configuration, documentation and other network-support projects as experience develops

• Participate in occasional after-hours support or outage response as needed

Qualifications

• High school diploma or equivalent required

• Technical training, certifications or experience in IT, networking, telecommunications or help-desk support preferred

• Basic understanding of computer networks, routers, Wi-Fi and internet connectivity

• Familiarity with TCP/IP, DHCP, DNS, ping and traceroute preferred

• Ability to follow a structured troubleshooting process

• Strong communication and customer-service skills

• Ability to explain technical information in a clear and understandable manner

• Strong attention to detail and accurate documentation

• Ability to remain calm and organized while handling multiple service issues

• Willingness to learn NLBC’s network, equipment and support systems

• Ability to work effectively both independently and as part of a team

Preferred Experience

• Previous ISP, telecommunications, IT help-desk or technical-support experience

• Experience supporting residential or business internet customers

• Familiarity with fiber-optic networks, ONTs, managed Wi-Fi or VoIP services

• CompTIA Network+, CCNA or similar training or certification

Position Details

• Full-time, on-site position

• Reports to the IT Network Supervisor

• Primary schedule is Monday through Friday during normal business hours

• Some after-hours or emergency support may occasionally be required

• Training will be provided on NLBC’s equipment, network systems and troubleshooting procedures

NLBC offers a competitive compensation and benefits package, paid time off, paid holidays and opportunities for continued technical training and advancement.

New Lisbon Broadband & Communications is an equal opportunity employer.