Technical Support Representative

Overview

On Site
Depends on Experience
Full Time

Skills

Tier 1 Technical Support
Helpdesk Support
Customer Support
Wi-Fi Troubleshooting
Network Support
TCP/IP
Remote Support
Troubleshooting
Technical Support Representative
Network Operations
Customer Experience
Wi-Fi Networks
Internet Connectivity
Service Desk
Tech Support
Field Support
Tier 1 Helpdesk

Job Details

Position Summary

We are seeking a Tier 1 Technical Support Representative to join our growing customer support and network operations team. In this role, you will be the first point of contact for customers requiring technical assistance, Wi-Fi troubleshooting, service activation, and billing support.

You will diagnose and resolve basic connectivity, networking, and software issues, providing a high level of customer satisfaction and escalating complex issues to Tier 2 support when necessary.

Key Responsibilities

  • Respond to inbound calls, emails, and chat requests from customers.

  • Provide effective troubleshooting for hardware, software, and network connectivity issues.

  • Accurately document all customer interactions in the Zoho ticketing system (training provided).

  • Walk customers through standard setup and troubleshooting procedures.

  • Escalate advanced technical issues to Tier 2 network support with proper documentation.

  • Maintain a professional and empathetic tone in all communications.

  • Stay current on product updates, new technologies, and internal processes.

Required Qualifications

  • Associate degree in Information Technology or related field, or equivalent experience.

  • 3+ years of experience in a Technical Support, Helpdesk, or IT Support role.

  • Hands-on experience with Mikrotik routers, Cisco switches, or similar networking devices.

  • 1+ year experience with controller-based Wi-Fi systems such as Ruckus, TP-Link Omada, Unifi, Cisco, Mist, or Meraki.

  • Strong understanding of networking fundamentals, TCP/IP, LAN/WAN, and wireless troubleshooting.

  • Excellent verbal and written communication and customer service skills.

  • Ability to work effectively in a team-oriented, fast-paced environment.

Bonus Skills:

  • Experience supporting IoT devices, smart building systems, or enterprise Wi-Fi networks.

  • Willingness to work evenings, weekends, or holidays as needed.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.