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Level 1 Support Technician

Michigan Broadband Services
Escanaba, USA
Full-time
Entry
Onsite
Discovered 1 weeks ago
Communication

Full Job Posting

Key Responsibilities

  • Resolve customer issues
  • Troubleshoot connectivity, speed, and equipment issues across our internet (fiber, fixed wireless, and DSL), voice, and TV services.
  • Work through our troubleshooting guides with customers to get their issue solved, ideally in a single conversation.
  • Before wrapping up, confirm with the customer that their issue is resolved, and schedule a callback if they request one or the issue calls for it.
  • Support residential and business customers, adjusting urgency and communication to business impact.
  • Explain technical issues in plain language, and communicate accurately and calmly during outages and service disruptions.
  • Escalate with care
  • When an issue needs a deeper look than our troubleshooting steps can provide, escalate it to Level 2 so the customer gets the right help.
  • Document the troubleshooting completed, the results, and the customer impact, so anyone who picks up the issue can continue where you left off and the customer never has to start over.
  • Let customers know what happens next and when they can expect to hear from us.
  • Follow through on what you promise customers, whether that's a callback, a status update, or checking in after an outage or repair.
  • Hand off open work with clear notes at the end of your shift.
  • Make smart dispatch decisions
  • Figure out whether the issue is with the customer's equipment, their account, or our service before requesting a technician visit.
  • Resolve remotely whenever possible, and when a visit is truly needed, submit the dispatch request directly to Dispatch Scheduling.
  • Improve how we work
  • Document fixes and contribute articles to the knowledge base.
  • Flag knowledge gaps, unclear processes, recurring customer issues, and patterns that may point to a network or product problem.
  • Perform other duties as assigned by management.
  • What Success Looks Like
  • Customers get their issue resolved the first time they contact us.
  • Customers don't have to call back about the same problem.
  • When you escalate, Level 2 has everything they need, and the customer never has to start over.
  • Technicians go out when they're truly needed, and only then, saving customers time.
  • Customers tell us we were easy to work with.
  • You leave our knowledge base better than you found it.
  • How we measure it: resolution and repeat contact, not call speed. We look at the quality of your troubleshooting, escalations, and documentation, and at what customers tell us about their experience.

Qualifications

  • We're happy to train the right person. Some great technicians start with no technical background, just curiosity and the drive to learn. If that sounds like you, we'll teach you the rest.
  • Required
  • High school diploma or equivalent.
  • Strong customer service and communication skills, with a professional and friendly phone presence.
  • The ability to explain things in plain language and stay patient with customers at every level of technical experience.
  • Comfort using a computer, working across multiple systems at once, and documenting work accurately.
  • A genuine desire to learn networking and ISP technology.
  • Availability for scheduled shifts within our weekday or Saturday coverage hours, plus participation in an after-hours on-call rotation.
  • Preferred
  • One or more years of experience in technical support, help desk, or customer-facing technical work, or equivalent experience from military service, IT coursework, or hands-on home networking.
  • Understanding of home networking basics: routers, Wi-Fi, IP addressing, DNS, and how to isolate a connectivity problem.
  • Experience supporting ISP, telecom, or cable services, or business customers.
  • Familiarity with fiber (ONT), fixed wireless, or DSL equipment, including Adtran or Calix.
  • Exposure to VoIP/SIP or traditional phone service troubleshooting.
  • CompTIA A+, Network+, or similar certification.
  • You'll Thrive Here If You:
  • Get genuine satisfaction from figuring out why something isn't working.
  • Would rather solve a problem than pass it along.
  • Stay calm and friendly when a customer is frustrated.
  • Take notes like the next person depends on them, because they do.
  • Ask questions when you don't know, and share what you learn.
  • Care about the people and communities you serve.
  • Growth Path
  • Level 1 is the foundation of our support team. Technicians who build strong troubleshooting skills and consistently deliver quality resolutions will have opportunities to grow into Level 2 Tech Support, as well as additional roles as our team continues to expand.

Preferred Qualifications

  • Preferred

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