The Faces of Fiber: Meet Jonah Yeager
When customers call Clearnetworx, they’re connected to a real person who genuinely wants to help—and Jonah takes that responsibility seriously. Whether he’s troubleshooting a customer’s connection or helping identify a larger network issue, he knows every interaction contributes to the overall customer experience. It’s just one more way our local support team helps deliver a better internet experience.
employee spotlight
MEET THE PEOPLE POWERING YOUR CONNECTION
Q&A with jonah
For Jonah, no two days are exactly the same. As a Tier 2 Help Desk Technician, he approaches every support call like a puzzle—gathering information, asking the right questions, and working through the details until he finds the solution. It’s that curiosity and determination that help keep customers connected and make him a valuable resource for both our team and our commercial partners.
Q&A with Jonah
For Jonah, no two days are exactly the same. As a Tier 2 Help Desk Technician, he approaches every support call like a puzzle—gathering information, asking the right questions, and working through the details until he finds the solution. It’s that curiosity and determination that help keep customers connected and make him a valuable resource for both our team and our commercial partners.
Q: What is your role at Clearnetworx and how long have you been a part of the team?
A: I am a Tier 2 Help Desk Technician, and I have worked at Clearnetworx for 2 and a half years.
Q: As one of our higher-level technicians on the team, you are working every day on a variety of tasks ranging from customer ticket mitigation to commercial account IT support on larger issues, how do you approach some of the most in-depth network-related problems you face?
A: I approach each individual case as its own unique puzzle that we need to solve. Sometimes, all the pieces are laid out in front of you and everything makes sense, but other times pieces are missing and you have to use all the resources available to find the information needed to either diagnose the issue or fully resolve it. I am a very dedicated person in general, so once I start working on a problem, I will do everything I can to help find a solution.
Q: What is one aspect of being a Help Desk Technician that might surprise people?
A: One thing that might surprise people about being a Help Desk Technician is how much goes on behind the scenes. A lot of people think of help desk as just answering calls and fixing basic issues, but there is a lot more to it than that. We are constantly learning, troubleshooting, and working with different systems to figure out what is happening.
A lot of the job is being able to think critically, ask the right questions, and understand how all the different parts of a network work together.
Q: What first sparked your interest in working for Clearnetworx, and tell us what that journey was like from when you first started to where you are now.
A: I always knew I wanted to get into the technology field eventually, but I was lucky enough to start my journey at Clearnetworx as a CSR. That is where I first discovered my interest in networking and everything that goes into building and maintaining a network like ours. It has continued to fascinate me every day. As I started taking more technical calls, I was given opportunities to learn more, gain access to additional tools, and work alongside our higher-level technicians on more complex issues. That experience helped me grow into my current role as a Tier 2 Help Desk Technician, and I hope to continue working on my skills and taking the necessary steps to become a Network Engineer.
Q: Clearnetworx is all about community and providing real, local, human help when folks call in for support. When you are speaking with a Clearnetworx customer, what does it mean to you knowing that you are a key piece of their overall customer experience?
A: I take pride in knowing that my team and I are one of the first lines of defense when customers need help. We are often the first people to identify larger outages or issues, and it is important that we communicate quickly and effectively with our engineering team so they have the information and support they need to resolve problems as fast as possible.
Q: A large portion of your role is handling internal provisioning for things such as setting up IT resources, software and setting up internal systems. How does the work that you do help your fellow co-workers to do their jobs efficiently so that we can continue to provide a better internet experience?
A: My team and I are responsible for making sure account changes are properly reflected across the network and equipment when needed. This includes things like speed changes, service cancellations, customer moves, and other account updates. We pay close attention to these changes to make sure everything is configured correctly and to prevent future issues. This helps keep workflows smooth and allows us to spend more time focusing on customer-facing problems.
Q: From a technician perspective, what is the biggest difference in the way that our team approaches supporting each customer and their issues or questions?
A: The biggest difference is that customers can call our number and speak with a real person who is here to help. They are not stuck navigating automated systems trying to reach someone. Another big advantage is that many customers use the equipment we provide, which allows us to troubleshoot more effectively. We are able to look into the network, review information, and help diagnose issues with ease. Having that visibility allows us to identify and resolve problems much faster.
Q: What do you enjoy most about your job?
A: I enjoy being part of the technology field. Before Clearnetworx, I worked several different restaurant and coffee jobs, but I always knew I wanted to move into tech. I enjoy solving problems, learning new things, and figuring out how systems work. It is something I genuinely enjoy and feel like I am good at.