Job Description
We have
a
position
for a
Tier 1 Technical Support Representative
with one of our clients in
Marietta, GA
for an initial contract duration of
1 year.
No third party candidates considered for this position.
About Us We are an all-in-one partner for smart building technology delivering scalable ISP, property-wide IoT controls, enterprise-grade security, IPTV services, and life-saving DAS systems. We specialize in multifamily properties, student housing, and commercial developments. anywAIR is a fast-growing technology company committed to providing unparalleled support to our customers. We believe in empowering our employees, offering growth opportunities, and delivering exceptional customer experience. From high-speed Internet service and IPTV to Internet of Things (IoT), access control and automation software, and public safety anywAIR integrates every layer of smart building infrastructure into one simple platform.
Job Summary As a Tier 1 Technical Support Representative, you will be the first point of contact for our customers seeking technical assistance, establishing new service, and assisting in basic billing questions and responsibilities. You will troubleshoot basic issues, answer service-related questions, and escalate more complex problems to Tier 2 support when necessary.
Responsibilities
- Answer inbound phone calls, chats, and emails from customers.
- Provide clear and effective troubleshooting steps for basic software, hardware, and connectivity issues.
- Document customer interactions accurately in the Zoho ticketing system. Training will be provided.
- Guide customers through standard procedures and technical resolutions.
- Escalate unresolved issues to Tier 2 support teams with appropriate documentation.
- Maintain a high level of professionalism, patience, empathy, and customer service at all times.
- Stay updated with product knowledge and internal procedures.
Qualifications
- Associate degree in information technology or equivalent or 3+ years of experience working in a similar IT support role.
- Experience with Mikrotik routers or Cisco switches.
- 1 year preferred Wi-Fi experience with controller-based Wi-Fi solution like Ruckus, TP link Omada, Unifi, Cisco, Mist, Meraki.
- Full understanding of computer systems, mobile devices, and network troubleshooting.
- Excellent verbal and written communication skills.
- Comfortable working in a team-oriented environment.
- Bonus: Ability to work flexible shifts, including evenings, weekends, or holidays if needed.
Benefits
- Health, dental, vision, and life insurance, HSA, FSA
- Paid time off and holidays
- Retirement savings plan offered
- Paid training and continuous learning opportunities
- Advancement opportunities within the company
- Fun, supportive team environment
Additional Info: Some shifts require 1 weekend day with the option to work remotely on Saturday or Sunday.
Required Skills
Cisco, Network Support, IT Support, MikroTik, mobile support, Wi-Fi