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We are seeking a skilled and customer-focused Technical Support Executive to join our ISP team. The ideal candidate will be responsible for troubleshooting internet connectivity issues, assisting customers with modem/router configurations, and ensuring a high level of customer satisfaction by providing prompt and effective solutions.
Key Responsibilities:
Provide first-level technical support via phone, email, or chat to residential and business internet users.
Troubleshoot network connectivity issues, including DSL, fiber, wireless, and LAN/WAN setups.
Guide customers through modem/router configurations and software installations.
Escalate unresolved technical issues to Level 2/Network Support teams with detailed documentation.
Maintain accurate records of all support interactions using the company’s CRM or ticketing system.
Educate customers on using self-service tools, online portals, and troubleshooting steps.
Follow standard operating procedures for issue resolution and service quality.
Work collaboratively with other teams, including Sales, Billing, and Field Technicians.
Stay updated on new technologies, service plans, and company policies.
Qualifications:
Bachelor’s Degree in Computer Science, IT, Telecom, or related field (preferred).
Minimum 1–2 years of experience in a technical support role, preferably in ISP or telecom sector.
Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN, etc.).
Hands-on experience with routers, modems, switches, and basic network tools.
Excellent communication and problem-solving skills.
Ability to handle pressure and manage multiple support tickets simultaneously.
Willing to work in shifts, weekends, or on-call rotations as needed.
Preferred Certifications (Optional):
CompTIA A+ / Network+
CCNA (Cisco Certified Network Associate)
MikroTik / Ubiquiti certifications
What We Offer:
Competitive salary and performance bonuses
Friendly and growth-oriented work environment
On-the-job training and certification support
Health benefits
Standard Solutions
A full service digital marketing and IT Consultancy agency Our team develops effective content strategies for forward thinking companies. We have a proven track record in increasing search engine rankings. We pursue relationships based on transparency, persistence, mutual trust, and integrity with our employees, customers and other business partners. Our team of specialists consistently delivers outstanding results combining creative ideas with our vast experience. We can help you build a sustainable, meaningful relationship with your clients by engaging them with your brand using social media. We work in areas as diverse as IT Consultancy, Web Development, ERP Solutions (Small, Medium, and Large Organization),(SMS) School Management System, Hardware Supply, Network Implementation, WAN and LAN infrastructure, PTP Connectivity, PTM Connectivity, search engine optimization, social media marketing, email marketing and digital marketing.
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