Technical Support Technician

Responsibilities

• Provide hands-on hardware and software support to end users for Internet, telephone, and cable TV services.
• Engage with customers by phone, email, or in person as needed to deliver technical assistance.
• Log trouble tickets, document resolutions, and record the processes used to fix issues.
• Assist users with technical questions related to broadband Internet, telephone, and cable TV services.
• Diagnose and troubleshoot basic home networking and broadband router configurations.
• Resolve connectivity issues across the supported services.
• Troubleshoot email service issues to ensure reliable access.
• Troubleshoot web-related problems encountered by users.
• Address security and antivirus concerns as part of technical support.
• Resolve Cable TV set-top box issues.
• Handle telephone service issues and related troubleshooting tasks.

Requirements

• Preferred education in Computer Science, Information Systems, Information Technology, or a related field.
• A+ and/or Network+ certifications are recommended.
• Proficiency with MS Windows (all versions), macOS, and Linux/Unix.
• Experience with Windows Live Mail, Outlook, and Thunderbird.
• Familiarity with common web browsers: Internet Explorer, Firefox, Chrome, Safari.
• Understanding of TCP/IP and basic network configuration.
• Hardware troubleshooting experience, including network interface cards, wireless cards, and broadband routers.
• Background in computer systems, data networking, and technical support preferred.

Technologies

• MS Windows, macOS, Linux/Unix
• Windows Live Mail, Outlook, Thunderbird
• Internet Explorer, Firefox, Chrome, Safari
• TCP/IP, network interface cards, wireless cards, broadband routers

Benefits

• 401(k) and 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tution reimbursement
• Vision insurance