Job Summary

Global MNC Tech is seeking a highly motivated and customer-focused Remote ISP Helpdesk Agent – Technical Tier 1 Support to join our dynamic support team. This role is pivotal in providing first-line technical assistance to our clients, ensuring seamless internet connectivity, troubleshooting technical issues, and delivering exceptional customer service. The ideal candidate will thrive in a fast-paced, remote work environment and possess strong problem-solving abilities, excellent communication skills, and a passion for technology.

Key Responsibilities

• Respond promptly to customer inquiries via phone, email, or chat regarding internet service, connectivity, and related technical issues.

• Perform Tier 1 troubleshooting for network, modem, router, and ISP service problems.

• Log, track, and manage customer issues using the companys ticketing system, ensuring timely resolution.

• Escalate complex technical issues to Tier 2 or higher-level support teams as required.

• Provide clear guidance and instructions to customers to resolve technical problems remotely.

• Maintain accurate and up-to-date records of customer interactions, technical issues, and resolutions.

• Collaborate with cross-functional teams to enhance service quality and improve customer experience.

• Follow standard operating procedures, policies, and best practices to maintain service consistency.

Required Skills and Qualifications

• High school diploma or equivalent; Bachelors degree in Information Technology, Computer Science, or related field is a plus.

• Basic understanding of networking concepts, ISP services, modems, routers, and internet protocols (TCP/IP, DNS, DHCP).

• Excellent verbal and written communication skills in English.

• Strong problem-solving and analytical skills with keen attention to detail.

• Ability to multitask and manage time effectively in a remote work environment.

• Familiarity with helpdesk software, ticketing systems, and remote troubleshooting tools.

• Customer-centric mindset with patience and empathy when dealing with technical issues.

Experience

• Minimum of 1-2 years of experience in technical support, ISP support, call center, or customer service environment.

• Prior remote work experience is a strong advantage.

Working Hours

• Full-time remote position.

• Flexible shifts available, including evenings, weekends, and holidays based on business needs.

• Must be able to work in the assigned shift schedule reliably.

Knowledge, Skills, and Abilities

• Solid understanding of internet service technologies and common connectivity issues.

• Ability to quickly learn and adapt to new technologies, tools, and software.

• Strong interpersonal skills with the ability to explain technical issues in simple terms.

• High level of self-motivation, accountability, and discipline for remote work success.

• Ability to work independently while maintaining effective communication with team members and supervisors.

Benefits

• Competitive salary with performance-based incentives.

• Comprehensive health, dental, and vision insurance plans.

• Paid time off and holidays.

• Professional development and training opportunities.

• Remote work flexibility and work-from-home setup support.

• Collaborative and inclusive company culture.

Why Join Global MNC Tech

At Global MNC Tech, you will become part of a forward-thinking, globally recognized organization that values innovation, teamwork, and customer satisfaction. We provide our employees with opportunities to grow professionally, gain exposure to cutting-edge technologies, and contribute to shaping the future of internet services worldwide. Joining our team means becoming part of a supportive, high-performance culture where your skills and contributions are recognized and rewarded.

How to Apply

Interested candidates are invited to submit their resume and a cover letter highlighting relevant experience to us. Please include Remote ISP Helpdesk Agent – Tier 1 Support in the subject line. Shortlisted candidates will be contacted for a virtual interview.