Field Internet Support Technician

Company Description SupraNet Communications, Inc. is an award-winning, locally owned community-focused provider of fast and reliable Internet, data center, and managed services, operating since 1994. The company delivers high-speed wireless and fiber Internet, managed WiFi, colocation, virtual hosting, web hosting, and a range of managed services. SupraNet also partners with major national carriers to offer comprehensive connectivity solutions, including VoIP (UCaaS & CCaaS), SD-WAN, cloud computing, security, and services for multi-dwelling units. With an emphasis on cutting-edge technical expertise, single-tier support, and hands-on customer service, SupraNet is dedicated to helping organizations get more from their Internet services and elevate their business performance.

Role Description As a vital member of the technology team, the Field Internet Support Technician has a direct impact on customer connectivity by balancing hands-on physical network installations with high-level technical troubleshooting. This crucial hybrid role ensures smooth service delivery by deploying rooftop wireless and fiber optic systems in the field, while also providing critical internal and external technical support on all levels of supported technologies.

The Field Internet Support Technician assists network operations by diagnosing LAN / WAN circuits, configuring wireless radios, and helping to maintain data center hardware to ensure peak performance and efficiency. The Field Internet Support Technician must comply with established policies, procedures and overall Company Core Values.

Key Responsibilities

• Provide excellent, high-quality customer service and technical support internally and externally via telephone and email as well as in person.
• Perform rooftop wireless, fiber optic, and copper Internet installations, which includes pulling cable.
• Assist in troubleshooting fiber, wireless, and WAN circuits internally, with customers, and with various vendors.
• Share responsibility for queue health by actively assisting with ticket management and timely closing.
• Create and maintain accurate documentation on technical procedures and client support issues.
• Participate in after-hours scheduled maintenance, outage tasks, and a weekly rotation of on-call after-hours support.
• Have knowledge of and actively adhere to the Company’s Security and Acceptable Use, and Records Management and Retention guidelines.

Education and Experience Requirements

• 3-5 years of IT support or field technician experience preferred, combined with experience in wireless and fiber network deployments.
• Degree in a computer-related or networking field considered a plus.
• Working knowledge of fiber optic and wireless network infrastructure a plus.
• Knowledge of network drawings, route maps, and scopes of work, as well as interpreting fiber test results and auditing projects for compliance with scopes of work.
• Intermediate Internet Networking knowledge and troubleshooting skills (such as traceroute and ping), Wi-Fi troubleshooting along with basic switch configuration skills.
• Familiarity with ticketing systems, escalation procedures, and navigating Windows, Linux, or FreeBSD environments.
• Physical ability to climb ladders, carry 20+ pounds, and work outdoors in adverse weather conditions.
• Must possess a valid driver’s license for operating the company work vehicle.
• Excellent verbal and written communication skills, paired with excellent customer service skills, including a positive in-person and phone demeanor.
• Complex problem-solving skills, effective organizational skills with the ability to multi-task, and a positive, upbeat attitude to learn quickly in a fast-paced environment.
• Strong follow-up skills, accuracy, and attention to detail.

Generous Benefit Package!

• Salary - $55,000.00 - $63,000.00 per year
• 20 days paid time off and 11 paid holidays for new employees
• Excellent health and dental insurance, flexible spending account
• Competitive retirement plan with 4% company match
• $500 annual tech benefit
• 1U free rack space in data center for tech employees
• $200 annual eyewear reimbursement
• Monthly cell phone and health club reimbursements
• Home Internet service benefit for tech employees
• Tuition Reimbursement