Internet Support Engineer

An Internet Support Engineer spends the day supporting customers by listening to their needs and providing meaningful solutions through advanced troubleshooting of IdeaTek’s wireless, fiber internet, and phone services. They deliver exceptional customer service with empathy, patience, and kindness, ensuring customers feel supported every step of the way.

As a senior member of the team, they not only partner with internal teams to resolve complex issues and identify recurring trends, but they also take an active role in coaching, mentoring, and developing fellow team members. Proactive follow-up and a commitment to process improvement help ensure our technical support operations consistently exceed expectations., * Troubleshoot wireless, fiber internet, and phone services to resolve customer issues accurately and efficiently.

• Provide a consistently high level of service to existing IdeaTek customers.
• Communicate with Engineering to learn skills and gain knowledge that can be shared with the Internet Support Team
• Assists in coaching, mentoring, and developing team members to elevate overall support quality.
• Monitoring of chats in real time to provide assistance.
• Collaborate with internal teams to ensure timely resolutions and positive customer outcomes.
• Identify trends or recurring technical issues and share insights to drive process improvements.
• Proactively follow up with customers to confirm issues are resolved and expectations are met.
• Demonstrate empathy, patience, professionalism, and kindness in every interaction.

Do you have experience in Customer communication?, To be considered for this role, you’ll need the following required qualifications:

• 3+ years of experience in a technical support, help desk, or high-volume ISP support role.
• Proven ability to work effectively and collaboratively in a fast-paced, team-oriented environment.
• Availability to work standard shifts, with the flexibility for occasional weekend coverage as needed.

What Will Help You Stand Out

• Possession of relevant technical certifications.
• Strong hands-on experience with networking principles and architecture.
• Deep experience supporting advanced internet, routing, and phone technologies.
• Familiarity with CRM, ticketing, or customer support infrastructure., * Strong problem-solving skills with a genuine desire to find solutions
• Demonstrated ability to think creatively when helping others
• High attention to detail with a focus on accuracy and follow-through
• Commitment to delivering service that consistently exceeds expectations

Pulled from the full job description

• Tuition reimbursement
• Health insurance
• 401(k) matching
• Vision insurance
• Dental insurance
• Internet reimbursement, * Competitive pay + bonus potential
• Medical, dental, vision, life, and 401k with match
• Free coaching/counseling for employees & families
• Free internet service (if available in your area) or internet reimbursement
• Tuition reimbursement for personal and professional growth
• Community engagement opportunities
• Culture that values results, effort, and integrity

Our Core Values

• We are Trustworthy - We build confidence through transparency, follow-through, and dependability.
• We count on Big Thinkers - We don’t just imagine the future-we create it with bold, actionable ideas.
• We have a Resilient Spirit - We embrace challenges, bounce back from setbacks, and keep striving for more.
• We stand on Belief - We believe everyone deserves access to technology that helps them learn, grow, and thrive.
• We foster Connectedness - Our work goes beyond broadband-we build real connections within our team and our communities.
• We drive Innovation - We’re always looking for ways to improve and redefine what’s possible.

This role is not eligible for Visa sponsorship.

This role is not eligible for relocation.

Salary and benefits commensurate with experience.

Equal Opportunity Employer.

This employer uses E-Verify.

IdeaTek is a cutting-edge telecommunications company dedicated to bringing fast, reliable internet to underserved communities. We’re a passionate team of innovators and problem-solvers committed to making a difference in the lives of our customers. At IdeaTek, we value our employees and foster a culture of collaboration, growth, and community involvement.