Isp Tech

Technical Support - ISP Technician (Remote)

Location: Remote, must reside within 90 miles of Raleigh, NC, Cedar Rapids, IA, or Huntsville, AL.

Technical Skills Required:

• Cable, Modem, Router, Internet
• Phone, Email & Web Chat Support
• Networking & Telecommunications
• Troubleshooting
• Ticketing System
• Google IT Professional Certification or studying for CompTIA Certifications

Job Overview:

This remote position is an excellent entry-level opportunity to build a foundation in IT Help Desk skills, paving the way for a career in call centers or IT. In this fast-paced role, you will handle inbound calls to provide technical support for an Internet Service Provider. Please note, perfect attendance is required during the mandatory 1-month training period. The company provides advanced technology solutions to over 1,500 electric and telephone members in rural America, focusing on integrated smart grid solutions, broadband, and managed services. Join a dynamic, growing cooperative with over 800 employees and help shape the future of technology for rural communities.

Key Duties:

• Provide world-class external customer support for an Internet Service Provider within a 24x7x365 environment.
• Professionally handle technical support calls, chats, and emails, adhering to company and departmental policies.
• Manage a volume of 50-75 tickets per 8-hour shift.
• Learn and support 50+ client accounts, navigating unique member computer systems.
• Assist customers in diagnosing voice, data, video, and connectivity issues.
• Provide effective solutions to ensure an optimal customer experience.
• Troubleshoot internet, cable, and modem issues for business and residential customers.
• Document all interactions within multiple ticketing systems.
• Offer backup support to other Technical Support Representatives.
• Maintain high standards; call hopping and call avoidance are closely monitored.
• Daily attendance is crucial; only one absence is permitted per month during the initial months.

Start Date & Equipment:

• Start Date: May 18, 2026
• Orientation: Week of May 11, 2026
• Equipment Pick-up: Week of May 11, 2026
• Internet Requirement: A reliable personal internet connection is mandatory. A backup plan is required in case of home internet outages.

Shift Details:

• Choose from Early, Middle, or Late 2nd shift schedules.
• 40-hour workweek, 5 days on, 2 days off.
• 8-hour shifts with a 1-hour lunch break.
• Once selected, shift schedules are fixed.
  • Early-2nd shift: 10:00 AM - 7:00 PM
  • Middle-2nd shift: 12:00 PM - 9:00 PM
  • Late-2nd shift: 3:00 PM - 12:00 AM
• Days off may not be consecutive.
• Weekend work is required, working either one Saturday or one Sunday per week.

Work Environment:

• Fully remote position.
• Requires a reliable internet connection, adequate childcare, and a distraction-free workspace.
• Your remote work address must be within 90 miles of a corporate office.
• A hardwired internet connection is mandatory; Wi-Fi or hotspots are not accepted.
• Performance and attendance are regularly evaluated.

Metrics & Incentives:

• Performance-based payouts tied to 5 Key Performance Indicators:
  • AHT (Average Handle Time)
  • Schedule Adherence
  • QA Scores
  • Attendance
  • Ticket Errors
• Payouts are forfeited if on a verbal or written warning.
• Salary increase opportunity after 4 months.
• 401K and PTO opportunities available.

Job Type: Contract to Hire Pay: $15.00 - $15.50/hr.

Benefits (Eligibility requirements apply):

• Medical, dental, and vision insurance
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan (Pre-tax and Roth options)
• Life Insurance (Voluntary for employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation, Sick Leave)

Application Deadline: April 21, 2026

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About TEKsystems: TEKsystems is a leading provider of business and technology services, accelerating business transformation for clients. With 80,000 employees and over 6,000 clients globally, including 80% of the Fortune 500, we offer full-stack technology services and talent solutions. We partner with progressive leaders to drive change and activate ideas, helping them capitalize on new opportunities. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and considers all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.