{"id":2479428,"url":"https://alion.io/job/gonetspeed-technical-support-technician","title":"Technical Support Technician","company":{"id":1799659,"name":"GoNetspeed","domain":"gonetspeed.com","url":"https://alion.io/company/gonetspeed","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Rochester, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":20,"max":25,"currency":"USD","period":"hour","gross":null,"usd_annual":50000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-13T20:47:47Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T10:58:22Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Technical Support Technician position will be a key position within GoNetspeed's Network Operations Center. This person will be responsible for providing Level I and potentially some Level II troubleshooting and technical assistance in the areas of our voice-switched, optical transport and Internet and IP based networks for both our ILEC and CLEC operations. This person will directly report to the Technical Support Manager and will interface with the other work groups as needed.\nEssential Job Functions:\nBasic overall:\nClearly documenting ALL calls via our Ticketing System.\nCommunicating complex technical issues to customers in an easy-to-understand manner.\nRespond professionally and proficiently to internal and external customers.\nPerform customer call backs as appropriate and small business customer support.\nProactively monitor all in-service Systems and respond to major events appropriately.\nAbility to work in a fast-paced environment and multi-task proficiently.\nLevel I Support:\nAnswer incoming Customer repair calls.\nBe the first point of contact for our customers concerning technical / small business account support.\nPerform duties as ILEC and CLEC Dispatcher.\nNew installation setup - data and/or voice.\nResolve customer complaints of any type.\nTrouble ticket processing data and voice customers.\nKnowledge, Skills, and Abilities:\nExperience in troubleshooting at least one of Dialup internet, support Transport and Voice-switched services or IP Network technology.\nExperience in Microsoft Excel, Word, Access, Visio and WAN/LAN technology is preferred.\nKnowledge of telecommunications technology, products and services.\nMust have strong self-motivational skills as well as possess administration, coordination and prioritization abilities.\nSkill in operating various office equipment such as personal computer and telephone systems.\nSkill in identifying and resolving subscriber problems.\nAbility to communicate with customers, employees, and various business contacts in a professional and courteous manner.\nAbility to organize and prioritize multiple work assignments in a fast-paced, changing environment is also necessary.\nAbility to pay close attention to detail.\nEducation and Experience:\nAssociates degree or equivalent experience plus one to three years telecommunications 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