Technical Support Technician

The Technical Support Technician role is a core position within the Network Operations Center at GoNetspeed, focused on Level I support and potential Level II troubleshooting. The position provides technical assistance for customer issues related to Wi-Fi, PON Networks, Internet, and VoIP, following a Monday-Friday training period of approximately 2 to 3 weeks.

Location and Work Schedule

• Location: Phelps, NY (onsite)
• Training: 2 to 3 weeks, Monday-Friday

Compensation

• Salary: USD 21 per hour

Role Summary

This position serves as an essential first contact for customers seeking technical and small business account support. The work includes answering repair calls, troubleshooting alongside customers, monitoring in-service systems, and escalating or resolving issues as needed. After training, the role supports both customer-facing communication and operational response for major events.

Key Responsibilities

• Document all calls clearly using the trouble ticketing system
• Communicate complex technical issues to customers in an easy-to-understand manner
• Respond professionally and proficiently to customers
• Perform customer call backs as appropriate and support small business customers
• Proactively monitor in-service systems and respond to major events appropriately
• Handle incoming customer repair calls as part of first-contact support
• Troubleshoot with customers, including Wi-Fi and VoIP related issues
• Support new installation setup for data and/or voice
• Resolve customer complaints of any type
• Navigate multiple systems for outside plant, customer management, and back-office support
• Resolve order issues and manage escalations
• Work in a fast-paced environment and multi-task proficiently

Level I Support Scope

• Answer incoming customer repair calls
• Serve as the first point of contact for technical and small business account support
• Troubleshoot with customers, including Wi-Fi and VoIP related issues
• Support new installation setup for data and/or voice
• Resolve customer complaints of any type
• Navigate systems for outside plant, customer management, and back-office support
• Resolve order issues and handle escalations

Technologies You Will Use

• Wi-Fi
• PON Networks
• VoIP
• Microsoft Office applications
• Trouble ticketing system

Requirements

• Post-secondary education in a related field or equivalent work experience preferred
• Proficiency in Microsoft Office applications
• Strong project management and organizational skills essential
• Excellent interpersonal, relationship, and communication skills (written and oral)
• Understanding of network technology industry and terminology

Education and Experience

• Minimum experience: 2 years in a Technical Support role
• Education: Associate Degree in Information Technology preferred

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance