Level 1 Support Technician

Job Description

Job Description

Due to continuing growth, Michigan Broadband Services is seeking multiple Level 1 Support Technicians to join our team. This is an on-site position based in our Escanaba, MI office, with initial training at our office in Carney, MI. It reports to the Technical Support Manager.

About the Role

Reliable internet isn't a luxury in the Upper Peninsula. It's how our customers work, learn, run their businesses, and stay connected to family. As Level 1 Tech Support at Michigan Broadband, you'll be the first person our customers talk to when something isn't working, and often the only one they need.

You'll troubleshoot fiber, fixed wireless, DSL, voice, and TV services for residential and business customers, own each issue until it's resolved or correctly escalated to Level 2, and make sure every customer knows exactly what happens next. Many of our customers are neighbors, family businesses, and long-standing members of our community, so patience, dependability, and plain-language explanations matter as much as technical skill. We measure this role by whether problems actually get fixed, not by how fast the call ends.

Schedule and Coverage

• This role may include evenings and weekends.
• Level 1 technicians also participate in an after-hours on-call rotation.
• Schedules may evolve, and coverage may expand as our team, customer demand, and business needs grow.

Key Responsibilities

Resolve customer issues

• Troubleshoot connectivity, speed, and equipment issues across our internet (fiber, fixed wireless, and DSL), voice, and TV services.
• Work through our troubleshooting guides with customers to get their issue solved, ideally in a single conversation.
• Before wrapping up, confirm with the customer that their issue is resolved, and schedule a callback if they request one or the issue calls for it.
• Support residential and business customers, adjusting urgency and communication to business impact.
• Explain technical issues in plain language, and communicate accurately and calmly during outages and service disruptions.

Escalate with care

• When an issue needs a deeper look than our troubleshooting steps can provide, escalate it to Level 2 so the customer gets the right help.
• Document the troubleshooting completed, the results, and the customer impact, so anyone who picks up the issue can continue where you left off and the customer never has to start over.
• Let customers know what happens next and when they can expect to hear from us.
• Follow through on what you promise customers, whether that's a callback, a status update, or checking in after an outage or repair.
• Hand off open work with clear notes at the end of your shift.

Make smart dispatch decisions

• Figure out whether the issue is with the customer's equipment, their account, or our service before requesting a technician visit.
• Resolve remotely whenever possible, and when a visit is truly needed, submit the dispatch request directly to Dispatch Scheduling.

Improve how we work

• Document fixes and contribute articles to the knowledge base.
• Flag knowledge gaps, unclear processes, recurring customer issues, and patterns that may point to a network or product problem.
• Perform other duties as assigned by management.

What Success Looks Like

• Customers get their issue resolved the first time they contact us.
• Customers don't have to call back about the same problem.
• When you escalate, Level 2 has everything they need, and the customer never has to start over.
• Technicians go out when they're truly needed, and only then, saving customers time.
• Customers tell us we were easy to work with.
• You leave our knowledge base better than you found it.

How we measure it: resolution and repeat contact, not call speed. We look at the quality of your troubleshooting, escalations, and documentation, and at what customers tell us about their experience.

Qualifications

We're happy to train the right person. Some great technicians start with no technical background, just curiosity and the drive to learn. If that sounds like you, we'll teach you the rest.

Required

• High school diploma or equivalent.
• Strong customer service and communication skills, with a professional and friendly phone presence.
• The ability to explain things in plain language and stay patient with customers at every level of technical experience.
• Comfort using a computer, working across multiple systems at once, and documenting work accurately.
• A genuine desire to learn networking and ISP technology.
• Availability for scheduled shifts within our weekday or Saturday coverage hours, plus participation in an after-hours on-call rotation.

Preferred

• One or more years of experience in technical support, help desk, or customer-facing technical work, or equivalent experience from military service, IT coursework, or hands-on home networking.
• Understanding of home networking basics: routers, Wi-Fi, IP addressing, DNS, and how to isolate a connectivity problem.
• Experience supporting ISP, telecom, or cable services, or business customers.
• Familiarity with fiber (ONT), fixed wireless, or DSL equipment, including Adtran or Calix.
• Exposure to VoIP/SIP or traditional phone service troubleshooting.
• CompTIA A+, Network+, or similar certification.

You'll Thrive Here If You:

• Get genuine satisfaction from figuring out why something isn't working.
• Would rather solve a problem than pass it along.
• Stay calm and friendly when a customer is frustrated.
• Take notes like the next person depends on them, because they do.
• Ask questions when you don't know, and share what you learn.
• Care about the people and communities you serve.

Growth Path

Level 1 is the foundation of our support team. Technicians who build strong troubleshooting skills and consistently deliver quality resolutions will have opportunities to grow into Level 2 Tech Support, as well as additional roles as our team continues to expand.

Benefits:

• 401(k) matching
• Medical, dental and life insurance
• Holiday pay
• Paid time off