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NOC Level 1 Technical Support – Spanish-Speaking with English proficiency
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 Key Responsibilities • Provide technical support to customers via phone, email, and ticketing platforms (e.g., Zendesk, Jira, Sonar) • Utilize monitoring tools (e.g., Zabbix, AP controllers, and vendor-specific cloud interfaces) 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 are 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