Remote ISP Support Technician

About This Role

Provide first-line technical support to end-users for hardware and software issues, resolving basic IT problems, and escalating complex issues as needed.

Responsibilities

• Respond to and resolve a high volume of IT support requests via phone, email, or chat, including password resets, software installations, and hardware troubleshooting
• Diagnose and resolve basic hardware and software issues, including operating system problems, connectivity issues, and user account management
• Utilize and contribute to the internal knowledge base for common issues and solutions
• Create, update, and close support tickets in the IT ticketing system, ensuring accurate documentation of all issues and resolutions
• Provide excellent customer service with a positive and professional attitude
• Troubleshoot and resolve customer complaints or concerns effectively
• Meet or exceed performance metrics including call handling time, quality assurance, and other assigned KPIs

Requirements

• Proficiency with Windows 10 and Windows 7
• Strong troubleshooting and problem-solving skills
• Experience in a call center or help desk environment
• Ability to multitask and maintain attention to detail
• Reliable internet connection with a minimum download speed of 20 Mbps and upload speed of 5 Mbps
• Ability to work from home with a hard-wired Ethernet connection

Qualifications

• Entry Level

Nice to Have

• Associate degree or higher in Computer Science or a related IT field
• A+ certification
• Security+ certification
• Network+ certification
• CCNA certification

Skills

* Required skills

Benefits