ISP Technician

TEKsystems•Raleigh, NC

8d•$16 - $16•Remote

About The Position

The ISP Technician provides technical support to Internet Service Provider customers through inbound calls, chats, and emails in a fast-paced, 24x7x365 support environment. The role is a foundation for a future Help Desk Analyst position and is intended to build IT help desk and customer-support skills. The technician supports business and residential customers and learns to work across more than 50 client accounts and account-specific computer systems. This is a remote, contract-to-hire position. The employee must reside within 90 miles of Raleigh, North Carolina; Davenport, Iowa; or Huntsville, Alabama. The home office must have reliable, hardwired internet, a backup plan for internet outages, childcare, and minimal distractions. The position has a 40-hour workweek of five 8-hour shifts, with one-hour lunches, two nonconsecutive days off each week, and work on one Saturday or Sunday each week. Candidates choose an early, middle, or late second-shift schedule and cannot change it once selected. Required training includes a mandatory virtual orientation on November 27, 2026, and a one-month training period with a strict attendance requirement. The listed hourly pay is $15.50. Compensation may depend on qualifications, skills, relevant experience, job knowledge, location, internal equity, and other job-related factors. Salary increases are noted after four months. Performance incentives are based on five key performance indicators and are not paid while an employee is on verbal or written warning. Eligible benefits for this temporary role may include medical, dental, and vision coverage; critical illness, accident, and hospital coverage; a 401(k) plan; life insurance; short- and long-term disability; a health spending account; transportation benefits; an employee assistance program; and time off or leave.

Requirements

Reside within 90 miles of Raleigh, North Carolina; Davenport, Iowa; or Huntsville, Alabama.
Maintain reliable home internet and have a backup plan in case the connection goes down.
Hardwire the home office to the internet; Wi-Fi and hotspots are not accepted.
Have childcare and a home-work environment with minimal distractions.
Meet the strict attendance requirement during the one-month training period; the posting says agents cannot miss any days during that period.
Work 40 hours per week across five 8-hour shifts, with one-hour lunches and two nonconsecutive days off per week.
Work one Saturday or one Sunday per week.
Choose an early, middle, or late second-shift schedule and remain on the chosen schedule.
Attend the mandatory virtual orientation on November 27, 2026.
Comply with attendance and performance evaluations; call hopping and call avoidance are monitored.

Nice To Haves

Google IT Professional certificate or currently studying for CompTIA.

Responsibilities

Provide customer support for an Internet Service Provider in a 24x7x365 environment.
Answer technical support calls, chats, and emails professionally and in accordance with company and departmental policies.
Manage a volume of 50–75 tickets per 8-hour shift.
Learn and support more than 50 client accounts and navigate the computer systems used by each member.
Help customers diagnose voice, data, video, and connectivity issues.
Answer customer questions and provide solutions that support an optimal customer experience.
Troubleshoot internet, cable, and modem issues for business and residential customers.
Document and record calls in multiple ticketing systems.
Provide backup assistance to other Technical Support Representatives.

Benefits

Medical, dental, and vision coverage, subject to eligibility.
Critical illness, accident, and hospital coverage, subject to eligibility.
401(k) retirement plan with pre-tax and Roth post-tax contributions available, subject to eligibility.
Voluntary life insurance and AD&D coverage for employees and dependents, subject to eligibility.
Short- and long-term disability coverage, subject to eligibility.
Health Spending Account (HSA), subject to eligibility.
Transportation benefits, subject to eligibility.
Employee Assistance Program, subject to eligibility.
Time off or leave, including PTO, vacation, or sick leave, subject to eligibility.
Performance incentive payouts based on five key performance indicators; payouts are not paid while on verbal or written warning.
Salary increases after four months.