Sobre

Role: NOC Level 1 Technical Support Hourly Rate: $6–$8 USD Work Arrangement: Full-time, Remote Work Hours: USA Central Standard Time (including late evenings and weekends, as needed) Industry: Telecommunications / Networking / ISP Languages Supported: English and Spanish Key Responsibilities • Provide technical support to ISP subscriber customers both in English and Spanish via phone, email, and self-service tickets • Utilize network monitoring tools and device GUIs to identify and diagnose connectivity issues • Perform basic diagnostics (e.g., device checks, ping, traceroute, speed tests) and guide customers through troubleshooting steps • Manage and troubleshoot customer accounts and service subscriptions using platforms such as GoZone and Sonar • Assist customers with subscription and account-related inquiries, excluding any handling of payment or billing information • Access and troubleshoot network devices, including customer routers and CPEs, to resolve connectivity issues • Document all actions taken, and escalate complex or unresolved issues to NOC Level 2 or the network engineering team as needed • Follow up on open tickets and maintain clear, timely communication with customers Qualifications & Requirements • Minimum of 4 years of experience in NOC support, IT service desk, or similar technical roles • Native-level proficiency in Spanish and fluency in English is required. • Verifiable work history with supporting documentation (e.g., Certificate of Employment or equivalent) • Experience in the Wireless ISP (WISP) industry or with Tier 2/Tier 3 ISPs is highly preferred • Relevant certifications such as MikroTik, CCNA, or equivalent are a strong plus • Strong technical, troubleshooting, and analytical skills with the ability to contribute effectively with minimal supervision • Excellent customer service and call-handling skills • Fluent in English, with strong written and verbal communication skills • Flexible availability is a must, including evening and weekend shifts as needed • Quiet and professional remote work environment with a high-quality headset and noise-cancelling microphone • Reliable laptop with strong battery life, a stable internet connection, and backup options for power, connectivity, and device availability Please attach your most recent CV for our review. If you’ve held any freelance or contract roles, kindly include the duration of each engagement. This information is essential for us to evaluate your application thoroughly. Incomplete submissions may not be considered.