Job Summary
We are seeking a dynamic and motivated ISP Support Technician to join our team and deliver exceptional technical support for internet service providers (ISPs). In this role, you will be the frontline for resolving complex network issues, supporting customer inquiries, and maintaining the integrity of IT infrastructure. Your expertise will ensure seamless connectivity for our clients and contribute to the overall success of our service delivery. This paid position offers an exciting opportunity to develop your skills in a fast-paced, technology-driven environment where proactive problem-solving and excellent customer service are paramount.
Responsibilities
- Provide technical support to customers experiencing internet connectivity issues, including troubleshooting software and hardware problems.
- Assist with computer management tasks such as configuring, updating, and maintaining desktops, laptops, and mobile devices across various operating systems including Windows, macOS, and Linux.
- Diagnose and resolve network-related issues involving LAN (Local Area Network), WAN (Wide Area Network), TCP/IP protocols, DNS configurations, VPN connections, firewalls, and network administration tools like SCCM and Active Directory.
- Support the deployment and management of IT infrastructure components such as Windows Server environments, DNS servers, TCP/IP settings, and network security measures.
- Utilize help desk tools like ServiceNow, Jira, BMC Remedy, and ServiceNow to document incidents, track resolutions, and escalate issues as necessary.
- Conduct analysis of system logs and network traffic to identify root causes of connectivity or performance problems.
- Collaborate with team members to implement security protocols including firewall configurations and VPN setups to safeguard client networks.
- Assist in the maintenance of computer hardware components and peripherals to ensure optimal performance.
- Support the onboarding of new users by configuring accounts within Active Directory and installing necessary software via SCCM or other deployment tools.
- Communicate effectively with customers by providing clear guidance on troubleshooting steps while maintaining a positive attitude throughout support interactions.
Requirements
- Proven experience in technical support roles with a focus on computer hardware, software troubleshooting, or network administration.
- Strong understanding of operating systems such as Windows (including Windows Server), macOS, Linux, and mobile device management.
- Hands-on knowledge of computer networking concepts including LAN/WAN setup, TCP/IP protocols, DNS management, VPN configuration, firewalls, and network security best practices.
- Familiarity with IT support tools like ServiceNow, Jira, BMC Remedy for incident tracking and documentation.
- Experience managing Active Directory accounts and deploying software using SCCM or similar tools.
- Excellent analysis skills to diagnose complex technical issues quickly and accurately.
- Exceptional communication skills for providing clear instructions to users with varying levels of technical knowledge.
- Ability to multitask effectively in a fast-paced environment while maintaining attention to detail.
- Relevant certifications such as CompTIA Network+, Microsoft Certified Solutions Expert (MCSE), Cisco CCNA or similar are a plus but not mandatory. Join us as an ISP Support Technician if you’re passionate about technology support and eager to make a difference by ensuring reliable internet connectivity for our clients!
Job Type: Part-time
Pay: $24.27 - $29.23 per hour
Work Location: In person
