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Internet Service Provider Helpdesk - US Only
IMPORTANT - READ THOROUGHLY!!! !! YOU MUST BE WILLING TO WORK HARD AND GO ABOVE AND BEYOND FOR CUSTOMERS !! YOU MUST HAVE EXCEPTIONAL HELPDESK TROUBLESHOOTING SKILLS - YOU WILL BE TESTED BEFORE A JOB OFFER (DO NOT APPLY IF YOU DON'T HAVE THE SKILLS) !! YOU MUST BE CAPABLE OF WORKING IN A FAST PACED ENVIRONMENT !! You must be willing to work our time - Pacific Standard Time zone - Seattle, WA (GMT-8). You must be in US and have excellent verbal and written English communication skills. Job Title: Internet Service Provider Helpdesk Department: Customer Service Reports To: Customer Service Supervisor Hours: 8am to 5pm Pacific Standard Time - Monday-Friday About Us: Atlas Networks is a Seattle, WA USA based telecommunications company founded in 2008. Atlas is committed to providing the Seattle community with the fastest and most reliable Internet service available. We offer speeds up to 10 Gbps while avoiding unnecessary fees and bandwidth caps. Along with Internet, we specialize in Unified Communications as a Service (UCaaS), VoIP, and managed network services. We are seeking a kick-ass Helpdesk Technician to provide technical support to our customers. The work environment is fast-paced, and the candidate must already be skilled at technical troubleshooting. This role entails many facets, including gaining an in-depth understanding of our network, troubleshooting, and supporting our customers. Atlas is a customer service company that happens to sell Internet and related products - again, we desire most of all to deliver an exceptional experience to our customers. Role Overview: The Helpdesk role is vital to supporting our customers and acting as an interface between our Network Engineering team and customers. You will interact with customers on the phone and via support tickets. Key Responsibilities: * Diagnose and solve technical issues related to Internet services (and other products) ** Work with customers via phone calls and our ticketing system * Utilizing screen sharing to troubleshoot issues * Troubleshooting customer connectivity at an advanced level * Assisting customers with firewall and network configurations * Assisting customers with network change requests * Escalating issues to our Network Engineers as needed * De-escalating situations with dissatisfied customers * Additional duties that may be assigned by management as part of the day to day operations of the company * You will be included in our after-hours on-call rotation approximately 7 days per month where you will be required to respond to emergency tickets after hours for additional pay - this requires you to stay near to a laptop/internet connection and be able to respond quickly. Qualifications: * Prior experience in a helpdesk or similar technical role * Familiarity with ticketing systems, communication tools (e.g., Teams), and advanced technical terminology * Must have excellent written and verbal English skills Skills: * Strong organizational and multitasking abilities * Excellent English written and verbal communication skills * Solid understanding of technical workflows and documentation * Ability to remain organized and move fast analyzing multiple simultaneous inbound requests * OSI Model/TCP-IP * Advanced network troubleshooting * PC troubleshooting (Windows/Mac) * Mobile device troubleshooting (iPhone/Android) * Firewall configuration (port forwards, NAT, etc) * Network technologies (DNS/DHCP/Routing) * Network Subnetting * IPTV troubleshooting skills * VoIP fundamentals * Advanced Microsoft Office skills What We’re Looking For: * A detail-oriented individual who thrives in a fast-paced, dynamic environment * A problem-solver who can anticipate needs and prioritize effectively * A team player with a passion for the customer experience Why Join Atlas Networks? Work with a collaborative and innovative team passionate about technology and community impact. A supportive environment that values grit, getting sh*t done, constructive candor, and continuous evolution.