Isp Tech
TEKsystems c/o Allegis Group, Huntsville, AL, United States
ISP Technician - Remote
Must reside within 90 miles of: Raleigh, NC; Cedar Rapids, IA; Huntsville, AL.
Cable, Modem, Router, Internet
Phone, Email & Web Chat Support
Networking & Telecommunications
Troubleshooting
Ticketing System
Google IT Professional Certification or studying for CompTIA Certifications
Overview
This position is the step before the Help Desk Analyst title and will build a foundation for IT Help Desk skills, allowing you to start a call center or IT career. It is a fast‑paced, inbound call and chat support role providing technical assistance to Internet Service Provider customers.
Duties
Provide world‑class external customer support for an Internet Service Provider within a 24x7x365 environment.
Answer technical support calls, chats and emails in a professional manner that adheres to company and departmental policies.
Manage a volume of 50-75 tickets per 8‑hour shift.
Learn and support 50+ client accounts, navigating computer systems unique to each member.
Assist customers in diagnosing voice, data, video, and connectivity issues.
Answer questions and provide solutions that ensure an optimal customer experience.
Troubleshoot internet, cable, and modems for business and residential customers.
Document and record phone calls and tickets in multiple ticketing systems.
Provide backup assistance for other Technical Support Representatives.
Monitor call hopping and call avoidance closely.
Maintain attendance: only one absence per month during the first few months.
Start Date & Equipment
Start date: May 18, 2026
Orientation: Week of May 11
Equipment pick‑up: Week of May 11
Maintain a reliable internet connection at home.
Implement a backup plan for internet outages.
Shift
Candidates choose an early, middle, or late 2nd shift schedule.
40‑hour workweek, 5 workdays, 2 off days.
8‑hour shift, 1‑hour lunch.
Schedule once chosen cannot be changed.
Early‑2nd shift (10:00‑19:00).
Middle‑2nd shift (12:00‑21:00).
Late‑2nd shift (15:00‑00:00).
Two days off per week, not consecutive.
Work one Saturday or one Sunday per week.
Environment
Work from home; requires reliable internet, childcare, and minimal distractions.
Remote address must remain within 90 miles of a corporate office.
Home office must be hard‑wired into internet; Wi‑Fi or hotspots not accepted.
Performance Evaluation required.
Attendance Evaluation required.
Metrics & Incentives
Payouts based on 5 Key Performance Indicators: AHT, Schedule Adherence, QA Scores, Attendance, Ticket Errors.
Payouts withheld if on verbal or written warning.
Salary increase after 4 months.
401(k) & PTO opportunity.
Job Type & Location
This is a Contract to Hire position based out of Huntsville, AL.
Pay and Benefits
The pay range for this position is $15.00–$15.50 per hour.
Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.
If eligible, the benefits available for this temporary role include:
Medical, dental & vision coverage
Critical Illness, Accident, and Hospital coverage
401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short- and long‑term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation, or Sick Leave)
Workplace Type
This is a fully remote position.
The company is an equal opportunity employer and will consider 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.
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Must reside within 90 miles of: Raleigh, NC; Cedar Rapids, IA; Huntsville, AL.
Cable, Modem, Router, Internet
Phone, Email & Web Chat Support
Networking & Telecommunications
Troubleshooting
Ticketing System
Google IT Professional Certification or studying for CompTIA Certifications
Overview
This position is the step before the Help Desk Analyst title and will build a foundation for IT Help Desk skills, allowing you to start a call center or IT career. It is a fast‑paced, inbound call and chat support role providing technical assistance to Internet Service Provider customers.
Duties
Provide world‑class external customer support for an Internet Service Provider within a 24x7x365 environment.
Answer technical support calls, chats and emails in a professional manner that adheres to company and departmental policies.
Manage a volume of 50-75 tickets per 8‑hour shift.
Learn and support 50+ client accounts, navigating computer systems unique to each member.
Assist customers in diagnosing voice, data, video, and connectivity issues.
Answer questions and provide solutions that ensure an optimal customer experience.
Troubleshoot internet, cable, and modems for business and residential customers.
Document and record phone calls and tickets in multiple ticketing systems.
Provide backup assistance for other Technical Support Representatives.
Monitor call hopping and call avoidance closely.
Maintain attendance: only one absence per month during the first few months.
Start Date & Equipment
Start date: May 18, 2026
Orientation: Week of May 11
Equipment pick‑up: Week of May 11
Maintain a reliable internet connection at home.
Implement a backup plan for internet outages.
Shift
Candidates choose an early, middle, or late 2nd shift schedule.
40‑hour workweek, 5 workdays, 2 off days.
8‑hour shift, 1‑hour lunch.
Schedule once chosen cannot be changed.
Early‑2nd shift (10:00‑19:00).
Middle‑2nd shift (12:00‑21:00).
Late‑2nd shift (15:00‑00:00).
Two days off per week, not consecutive.
Work one Saturday or one Sunday per week.
Environment
Work from home; requires reliable internet, childcare, and minimal distractions.
Remote address must remain within 90 miles of a corporate office.
Home office must be hard‑wired into internet; Wi‑Fi or hotspots not accepted.
Performance Evaluation required.
Attendance Evaluation required.
Metrics & Incentives
Payouts based on 5 Key Performance Indicators: AHT, Schedule Adherence, QA Scores, Attendance, Ticket Errors.
Payouts withheld if on verbal or written warning.
Salary increase after 4 months.
401(k) & PTO opportunity.
Job Type & Location
This is a Contract to Hire position based out of Huntsville, AL.
Pay and Benefits
The pay range for this position is $15.00–$15.50 per hour.
Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.
If eligible, the benefits available for this temporary role include:
Medical, dental & vision coverage
Critical Illness, Accident, and Hospital coverage
401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short- and long‑term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation, or Sick Leave)
Workplace Type
This is a fully remote position.
The company is an equal opportunity employer and will consider 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.
#J-18808-Ljbffr