GoNetspeed · 1 month ago
Technical Support Technician
Bangor, ME
Full-time
Onsite
Entry Level
$18/hr - $18/hr
1+ years expGoNetspeed is committed to providing reliable Internet connectivity and is looking for a Technical Support Technician to join their Network Operations Center. The role involves providing Level I and potentially Level II troubleshooting and technical assistance for voice-switched, optical transport, and Internet networks, while ensuring clear communication with customers and documenting all interactions.
Information TechnologyInternetTelecommunications
Responsibilities
Clearly documenting ALL calls via our Ticketing System
Communicating complex technical issues to customers in an easy-to-understand manner
Respond professionally and proficiently to internal and external customers
Perform customer call backs as appropriate and small business customer support
Proactively monitor all in-service Systems and respond to major events appropriately
Ability to work in a fast-paced environment and multi-task proficiently
Answer incoming Customer repair calls
Be the first point of contact for our customers concerning technical / small business account support
Perform duties as ILEC and CLEC Dispatcher
New installation setup – data and/or voice
Resolve customer complaints of any type
Trouble ticket processing data and voice customers
Escalate issues to Verizon, Dispatch, Inside Plant, Engineering groups or wherever required in a timely fashion
DSLAM, E-mail, and voice switch provisioning
Maintain and supply timely updates for open trouble tickets in terms of accurate trouble tracking and resolution information
Maintain interaction with customers directly during the troubleshooting process
Qualification
Required
Experience in troubleshooting at least one of Dialup internet, support Transport and Voice-switched services or IP Network technology
Associates degree or equivalent experience plus one to three years telecommunications experience
Clearly documenting ALL calls via our Ticketing System
Communicating complex technical issues to customers in an easy-to-understand manner
Respond professionally and proficiently to internal and external customers
Perform customer call backs as appropriate and small business customer support
Proactively monitor all in-service Systems and respond to major events appropriately
Ability to work in a fast-paced environment and multi-task proficiently
Answer incoming Customer repair calls
Be the first point of contact for our customers concerning technical / small business account support
Perform duties as ILEC and CLEC Dispatcher
New installation setup – data and/or voice
Resolve customer complaints of any type
Trouble ticket processing data and voice customers
Escalate issues to Verizon, Dispatch, Inside Plant, Engineering groups or wherever required in a timely fashion
DSLAM, E-mail, and voice switch provisioning
Maintain and supply timely updates for open trouble tickets in terms of accurate trouble tracking and resolution information
Maintain interaction with customers directly during the troubleshooting process
Skill in operating various office equipment such as personal computer and telephone systems
Skill in identifying and resolving subscriber problems
Ability to communicate with customers, employees, and various business contacts in a professional and courteous manner
Ability to organize and prioritize multiple work assignments in a fast-paced, changing environment
Ability to pay close attention to detail
Preferred
Experience in Microsoft Excel, Word, Access, Visio and WAN/LAN technology
Knowledge of telecommunications technology, products and services
Must have strong self-motivational skills as well as possess administration, coordination and prioritization abilities
Benefits
401(k)
401(k) matching
Dental insurance
Employee assistance program
Employee discount
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Referral program
Vision insurance
Company
GoNetspeed
GoNetspeed provides high-speed, fiber optic Internet connectivity with a strong focus on customer service.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$11.51MKey Investors
Rhode Island Commerce CorporationMaine Connectivity AuthorityOak Hill Capital Partners
2025-05-23Grant· $9M
2023-04-24Grant· $2.51M
2021-01-21Non Equity Assistance
Leadership Team
T
Tracy Ford
Chief Financial Officer
T
Tom Perrone
Chief Operating Officer
Recent News
2026-01-11
2026-01-06
Government Technology US
2025-09-24
Company data provided by crunchbase