Network Technician - Tier 1
Role Overview
We are looking for a reliable Tier 1 Technician to join our support team. This is the front-line role that handles incoming customer and internal support requests for internet, VoIP, computers, networking, and related equipment. You will diagnose and resolve common issues, escalate when needed, and keep detailed notes so the rest of the team can move quickly.
Key Responsibilities
- Answer phone, email, and ticket-based support requests in a professional and timely manner
- Troubleshoot basic connectivity, Wi-Fi, VoIP phones, computers, printers, and common software issues
- Perform remote and on-site diagnostics on customer networks and equipment (Ubiquiti, SonicWall, basic Windows/Mac support, etc.)
- Document all work clearly in the ticketing system, including steps taken and resolution
- Escalate complex or out-of-scope issues to Tier 2 / engineering with complete notes
- Assist with basic equipment preparation, staging, and inventory tracking
- Follow established processes for password resets, user setup, and routine maintenance tasks
- Maintain a customer-first attitude even when the problem is frustrating
Requirements
- Strong troubleshooting mindset and the ability to stay calm under pressure
- Comfortable talking to customers on the phone and explaining technical issues in plain language
- Basic understanding of networking concepts (IP addressing, Wi-Fi, switches, routers)
- Experience with Windows and/or macOS desktop support
- Reliable transportation and willingness to make occasional local service calls
- Ability to lift 40–50 lbs and work in server rooms, closets, and customer sites
- High school diploma or equivalent (technical certifications a plus)
Preferred (not required)
- Previous help-desk or Tier 1 experience
- Familiarity with Ubiquiti, SonicWall, VoIP systems, or Microsoft 365
- CompTIA A+, Network+, or similar certification
- Experience in a managed service / telecom environment
What We Offer
- Competitive pay based on experience
- Health insurance contribution
- Paid time off and holidays
- Opportunity to grow into higher-tier technical roles
- Small, stable company environment with direct access to leadership
To apply, send your resume and a short note about why you’re interested to info@icsit.net
