Telecom Support Technician – Desk & Field
Telecom Support Technician – Desk & Field
Department: Operations
Location: Wenatchee, WA (Headquarters) | Not a remote position
Compensation: $20–$30/hour, depending on experience
Benefits: Paid Leave, Medical, Vision, Dental, Short-Term/Long-Term Disability, Life Insurance, 401(k)
Schedule: Full-time | Monthly on-call rotation (Monday to Monday)
Travel: Up to 25% outside the Wenatchee market (Washington, Arizona, Oregon, New Mexico), including occasional support for Tribal communities
Work Environment: Approximately 80% desk-based support and administration; approximately 20% field installations and service
Native Network delivers reliable internet and phone services to businesses and residences across North Central Washington, while advancing digital inclusion for Tribal communities through carrier-class networks and professional services. In this role, you’ll keep customers connected by balancing customer-facing desk support with hands-on fieldwork. Most of your time will be onsite at our Wenatchee HQ performing support, provisioning, scheduling, and documentation; you will also complete installations and troubleshooting in the field as needed. This is not an IT helpdesk role and not exclusively a field position—comfort with accurate data entry, structured workflows, and consistent customer communication is essential.
Customer Support & Education
- Respond to inbound support calls; diagnose and resolve connectivity issues or escalate appropriately.
- Educate customers on equipment usage and basic troubleshooting.
- Address billing questions and request payment when required.
- Create, update, and close tickets in the OSS/BSS system while ensuring all documentation is accurate and up to date.
- Schedule and coordinate installation/service appointments, ensuring timely completion and clear communication.
- Install and activate Internet and voice services for residential and commercial customers.
- Perform in-home and on-site service calls, upgrade activities, and hardware swaps.
- Terminate, label, and test Ethernet and low-voltage cabling.
- Assist with fiber installation, splicing, and testing (as assigned).
- Align and verify fixed-wireless antennas (Cambium, Tarana) using mobile tools; validate performance.
- Configure and verify SSID/Wi-Fi, DHCP, NAT, CPE settings; confirm addressing and end-to-end connectivity.
- Perform basic Layer 2/Layer 3 troubleshooting in support of customer environments.
- Coordinate field tasks with local contractors; track progress and close work orders.
- Manage personal tools and assigned equipment; request replenishment as needed.
- Follow company safety procedures, use appropriate PPE, and participate in the on-call rotation.
- Represent Native Network professionally in customer premises (homes, MDUs, retail, clinics/hospitals), respecting property and privacy.
Candidates must possess the following skills and experience:
- Minimum 1 year experience in similar environment (3 years preferred) in telecom, structured cabling, and/or low-voltage work
- Hands-on networking experience (Wi-Fi setup, router configuration, IP addressing).
- Experience operating in residential, MDU, and business environments.
- Strong technical troubleshooting, documentation accuracy, and customer service skills.
- Valid WA driver’s license; ability to travel up to 25% as needed.
- OSHA 10/30; tower-climbing certification.
- CompTIA (ITF+/Network+) or vendor-specific credentials.
- Experience with Cambium, Tarana, FortiGate, Juniper, Brocade, Ciena PON.
- Familiarity with VLANs, DHCP scopes, and L2/L3 fundamentals; exposure to monitoring/provisioning tools (e.g., SolarWinds, RADIUS).
You’ll join a purpose-driven team that values innovation, integrity, urgency, accountability, respect, teamwork, and excellence. Your work helps bridge the digital divide and strengthen local economies, with clear pathways to grow through performance, certifications, and increasing responsibility.
Email your resume, cover letter, and three professional references to jobs@nativenetwork.com with subject: “Telecom Support Technician – [Your Name]”.
Background Check: Employment is contingent upon a successful background check (initiated post-offer in accordance with state guidelines).
First Review Date: Screening begins January 20, 2026, and continues until the position is filled.
