Job Title: Mid-Level - Internet Service Providers (ISP) Technicians
Job Summary
The Mid-Level ISP Technician plays a crucial role in the installation, configuration, and troubleshooting of complex ISP network systems. This position requires a comprehensive understanding of networking principles and troubleshooting techniques, as well as a commitment to optimizing and maintaining network infrastructure. The technician will work independently on advanced tasks while also providing support to junior technicians and engaging directly with customers to resolve issues effectively.
Key Responsibilities
- Installation and Configuration:
- Independently install and configure broadband and fiber optic services to meet customer specifications.
- Set up routers, modems, and switches based on customer needs, ensuring optimal performance and connectivity.
- Troubleshooting and Issue Resolution:
- Diagnose and resolve complex network issues, including connectivity drops, signal interference, and hardware malfunctions.
- Provide remote support and troubleshooting for customer issues, escalating to senior technicians when necessary.
- Maintenance and Monitoring:
- Conduct regular maintenance checks to ensure network stability and reliability.
- Monitor and optimize network performance, addressing slow speeds, outages, or security vulnerabilities proactively.
- Customer Support:
- Address escalated customer complaints, ensuring efficient and effective resolution.
- Educate customers on optimizing their home network setup to improve overall performance and satisfaction.
- Documentation:
- Keep detailed records of installations, configurations, and troubleshooting procedures for future reference.
- Update the knowledge base with new solutions and techniques to enhance team efficiency and customer support.
Key Focus Areas
- Handling moderately complex network installations and troubleshooting tasks with precision.
- Monitoring and improving network performance and reliability through proactive measures.
- Directly engaging with customers for issue resolution and providing expert troubleshooting guidance.
Skills and Knowledge Required
- Intermediate understanding of networking protocols such as DHCP, DNS, and VPN.
- Knowledge of troubleshooting methods for internet services and network devices.
- Strong analytical and problem-solving skills to address and resolve technical issues efficiently.
- Customer service experience, particularly in resolving complex issues and maintaining customer satisfaction.
Educational Qualifications
- High school diploma or equivalent is required.
- Preferred: Associate degree or relevant certifications (e.g., CompTIA Network+, CCNA).
Experience
- 2-5 years of experience in ISP network services, installation, or customer support is required.
Tools and Equipment
- Network diagnostic tools (e.g., Wireshark, Ping).
- Routers, switches, modems, Wi-Fi access points, and cable testers.
Other Requirements:
- Ability to work independently and manage multiple tasks simultaneously.
- Strong problem-solving abilities to handle complex technical issues.
- Flexible to work in both field and office environments.
- Ability to travel to customer sites as needed.
- Strong written and verbal communication skills to handle customer queries.