Technical Support Technician

You'll be the first point of contact for facility staff at 1,300+ nursing homes and assisted living facilities across the USA who need help with their internet, phone, or TV service. When something stops working, they call or email you—and you figure out what's wrong, fix it, or escalate it to the right carrier until it's resolved.

A good week means diagnosing why a facility's internet dropped (ISP issue? bad router? DHCP problem?), running speed tests and traceroute commands, opening tickets with carriers, and following up until staff can get back online. You'll handle phone system glitches too—incoming calls not ringing, extensions not working, voicemail issues. Every ticket gets clear notes so the next person (or you) knows exactly what was tried.

✨ About the role

We are recruiting on behalf of our client, a USA-based telecommunications company that serves nursing homes and assisted living facilities. You'll provide technical support via phone and email, working office hours (9am–6pm EST) from our Rivonia office. The role is permanent and sits at the heart of keeping healthcare facilities connected—internet and phone outages directly impact patient care coordination and staff safety, so your work matters.

🎯 What you'll do

• Answer incoming support calls and emails from facility staff troubleshooting internet, phone, or TV service problems
• Diagnose root causes: Is it the ISP, the modem, the router, or the facility's own network?
• Run standard network diagnostics: ping, traceroute, speed tests, and modem/router configuration checks
• Open tickets with internet and phone carriers and manage them to resolution
• Troubleshoot phone systems: incoming/outgoing calls, call quality, voicemail, extensions
• Document every action clearly in the ticketing system so nothing falls through the cracks
• Keep facility contacts informed of progress and realistic resolution timelines

🧠 What you'll bring

• 2–3 years in IT support, helpdesk, or similar technical support role
• Solid grasp of networking fundamentals: IP addresses, DHCP, DNS
• Hands-on experience with internet service providers or phone systems
• Ability to access and configure routers and switches
• Strong communication skills—you explain technical issues to non-technical people without talking down to them
• Patient, methodical, and reliable; you document thoroughly and follow through
• Reliable home internet and a quiet workspace for calls

🌟 Why you'll like it here

You're solving real problems for real people. A facility manager whose internet went down can't coordinate patient care; you bring them back online. The work is hands-on and diagnostic rather than repetitive—every ticket is different. You'll work with a focused company serving a mission-critical industry, and your support directly enables healthcare delivery. The role sits in a growing team and offers clear scope to deepen your networking and carrier management knowledge.

📨 How to apply

Ready to apply? We'll ask you about your technical background, your experience with ISPs or phone systems, and how you approach troubleshooting under pressure. Answer thoughtfully and briefly—we're looking for someone reliable and clear-thinking.