Network Technician (Tier 1)

The Network Technician I is responsible for providing first-level technical support to customers by diagnosing, troubleshooting, and resolving basic hardware, software, and connectivity issues. This role serves as the first point of contact for monitoring alerts, customer inquiries, and service requests., The Network Technician I works to resolve issues on the first interaction whenever possible while maintaining a customer-service-oriented environment focused on problem detection, resolution, and escalation when necessary. This position supports senior technicians and assists with network installations, maintenance, and operational tasks while developing technical expertise., * Provide first-level technical support for customer network issues and service requests

• Monitor network alerts and respond to service tickets in a timely manner
• Troubleshoot basic connectivity issues involving routers, switches, access points, and client devices
• Escalate complex technical issues to senior technicians with clear documentation of the troubleshooting steps performed
• Provide professional and courteous phone and email support for customers
• Maintain ownership of assigned tickets and follow through to resolution or proper escalation
• Communicate status updates to customers and internal stakeholders as needed
• Assist senior technicians with network installations, upgrades, and equipment staging
• Perform basic device configuration and hardware replacements as directed
• Accurately document troubleshooting steps, resolutions, and service activities within the ticketing system
• Support operational processes by following established procedures and documentation standards
• Be prompt and available during scheduled hours to ensure proper support coverage
• Participate in scheduled on-call rotations as required
• Assist with maintaining accurate service records and work orders
• Support team members in resolving cases and maintaining service quality
• Other duties as assigned

• Ability to quickly learn new technologies and troubleshooting methods
• Positive attitude with customers and team members
• Strong phone etiquette and customer service skills
• Ability to multitask while maintaining strong attention to detail
• Basic technical troubleshooting and problem-solving skills
• Ability to work effectively in a team environment
• High level of initiative and willingness to learn
• Good time management and organizational skills
• Clear written and verbal communication skills
• Ability to remain calm and professional in stressful situations
• Ability to follow established procedures and instructions
• Professional customer-facing presence when assisting with field work
• Basic mechanical aptitude and comfort working with technology equipment
• Comfortable working on ladders and in field environments when assisting with installations
• High regard for personal safety when performing work, * Associate’s Degree in Computer Science, Computer Information Systems, or equivalent work experience preferred but not required.

Preferred certifications include one or more of the following:

• CompTIA Network+ (Must obtain with 90 days of employment)
• CWT (Certified Wireless Technician)
• CompTIA A+
• Entry-level networking certifications or relevant technical coursework

Experience Requirements:

• 0-2 years of technical support, help desk, or network operations experience preferred Basic familiarity with troubleshooting wired and wireless networks is beneficial, * Valid driver’s license

• Must be authorized to work in the United States
• Passport or ability to obtain a passport
• Ability to pass drug screening and background check