Pon Networks Support Jobs

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Technical Support Technician

GoNetspeed Phelps, NY

Phelps, NY

Today

$21+/hr Full time Customer Support Help Desk Support Information Technology (IT)

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Job Description

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

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