Internet Service Providers (ISP) Technicians

Job Title: Internet Service Providers (ISP) Technicians - Supervisor

Job Summary

The ISP Technician Supervisor is responsible for leading a team of technicians, overseeing the daily activities related to the installation, maintenance, and troubleshooting of ISP services. This role ensures that the team performs at high levels of productivity, resolves complex technical issues, and meets the company’s performance standards. The Supervisor acts as the key point of contact for team members, customers, and management, ensuring smooth operations and high-quality service delivery.

Key Responsibilities

• Team Leadership and Management:
  • Supervise a team of ISP technicians, ensuring that work is completed according to company standards.
  • Provide ongoing training, coaching, and mentorship to team members, ensuring they stay up to date on technology and best practices.
  • Conduct regular performance evaluations and provide constructive feedback to team members to improve efficiency and customer service.
  • Assign tasks based on workload, complexity, and individual skill levels.
  • Coordinate schedules to ensure optimal staffing and response times.
• Technical Support and Troubleshooting:
  • Handle the resolution of complex technical issues escalated from technicians, ensuring customer satisfaction.
  • Provide on-the-job guidance and support for technicians dealing with advanced troubleshooting, installations, or service issues.
  • Lead troubleshooting efforts for network outages, signal interference, or service disruptions, ensuring swift and effective resolution.
• Operational Oversight:
  • Ensure that daily operations, including installations, maintenance, and repairs, are completed on time and meet performance and quality standards.
  • Monitor team performance and address any inefficiencies or bottlenecks in workflows.
  • Review customer service reports and identify trends or areas for improvement.
• Customer Relations and Escalations:
  • Oversee customer service operations, handling escalated complaints or issues.
  • Develop customer relationship strategies that improve service delivery and foster positive customer experiences.
  • Communicate effectively with customers to resolve complex issues and provide follow-up to ensure satisfaction.
• Documentation and Reporting:
  • Ensure that all technicians document their work accurately, including service tickets, repairs, and installations.
  • Review and analyze performance data and generate reports to present to upper management.
  • Maintain detailed records of customer interactions, including service requests and resolutions.
• Quality Control:
  • Implement quality control procedures to ensure that installations, repairs, and maintenance are performed to the highest standards.
  • Monitor and inspect completed work to ensure compliance with company guidelines and industry best practices.

Key Focus Areas

• Team Leadership and Development: Ensuring that technicians are well-trained, motivated, and meeting company performance standards.
• Technical Expertise: Overseeing the resolution of complex technical issues and ensuring high-level customer service.
• Operational Efficiency: Ensuring the smooth operation of all ISP-related activities, including installations, troubleshooting, and maintenance.
• Customer Satisfaction: Managing escalated customer issues and developing strategies for improving service delivery.

Skills and Knowledge Required

• Advanced Technical Skills: Expertise in ISP network infrastructure, including broadband, fiber optics, routers, and modems.
• Leadership Skills: Ability to lead a team, provide direction, and foster a positive, productive work environment.
• Problem-Solving: Advanced troubleshooting skills to resolve complex network issues.
• Communication Skills: Strong interpersonal skills for dealing with team members, management, and customers.
• Organizational Skills: Ability to manage multiple tasks, prioritize work, and meet deadlines.

Educational Qualifications

• Required: High school diploma or equivalent.
• Preferred: Associate or Bachelor’s degree in Telecommunications, Networking, or a related field.
• Certifications: Relevant certifications such as CCNA (Cisco Certified Network Associate), CompTIA Network+, or equivalent.

Experience

• Required: 5+ years of experience in ISP technical services, with at least 2 years in a leadership role or as a senior technician.
• Preferred: Experience managing a team in a technical service environment.

Tools and Equipment

• Diagnostic Tools: Wireshark, SolarWinds, PingPlotter, or other network monitoring tools.
• Networking Equipment: Routers, switches, fiber optics, cable testers, and modems.
• Management Tools: Project management software (e.g., Asana, Trello), ticketing systems (e.g., Jira, ServiceNow).

Other Requirements

• Flexibility: Must be able to work evenings, weekends, and be on-call as required.
• Problem Solving: Must have the ability to quickly resolve issues and make decisions under pressure.
• Customer Service: Excellent customer service skills and ability to handle escalations professionally.
• Travel: Ability to travel to customer locations as necessary.