Helpdesk Tech for ISP

Summary Job Title: Helpdesk Tech for an ISP Department: Customer Care Hours: 8am to 5pm Pacific Time - Monday-Friday + On-Call Rotation MUST BE US BASED About Us Atlas Networks is an independent Internet Service Provider based in Seattle, WA. We believe everyone deserves a reliable, affordable internet connection—without the nonsense. Our team thrives on our core values: Grit, Get Sh#t Done, Constructive Candor, and Continuous Evolution. We bring a mix of precision, personality, and professionalism to everything we do. We are seeking a 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. About You You’ve got the solid fundamentals of networking, SOHO routers, and nearly anything that connects with an ethernet port or via WiFi. You don’t cut corners, you write things down, and you think three steps ahead when troubleshooting. You thrive in environments where expectations are high and processes matter, but you’re adaptable enough to work through the curveballs. You MUST: - Be willing to work Monday–Friday, 8am–5pm or 12pm to 9pm Pacific Time (Seattle, WA). - Be a fluent English speaker with good annunciation (customer-facing work required) - Be willing to prove your skills and test live in a lab environment with our Chief Network Engineer before hire (please don't apply if you're not a SOHO network guru) - Be willing to be a part of after-hours call rotation for responding to emergency tickets and outages. Our team takes call shifts for a week at a time. Additional compensation will be provided for responding after-hours. - Dedicated to us during working hours - we do not tolerate people who work for multiple companies in overlapping shifts! Core Responsibilities: - Provision and configure TP-Link Omada & Deco devices to production standards - we have a fairly big network - Diagnose and solve technical issues related to Internet services (and other products) for both residential and commercial customers - 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 - Maintain accurate documentation for every call and ticket Required Skills & Experience: - Strong organizational and multitasking abilities - Basic 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 connectivity troubleshooting (Windows/Mac) - Mobile device troubleshooting (iPhone/Android) - Firewall configuration (port forwards, NAT, etc) - Network technologies (DNS/DHCP/Routing) - IPTV troubleshooting skills - VoIP fundamentals What We Offer: - A high-expectation, high-support work environment - Opportunity to work on a growing ISP network with complex, real-world challenges - A team that values results, candor, and personal growth over politics and ego - Paid time off after 1 year If you’re ready to work hard, think hard, and contribute at a higher level while still getting your hands dirty with the day-to-day, submit your proposal.