Tier 2 Technical Support
Role Summary
The Tier 2 Technical Support Agent provides advanced technical assistance for residential, reputed company, and property-managed internet and voice services. This role serves as a critical escalation reputed company between Tier 1 Support, the Network Operations Center (NOC), and Field Operations. The Tier 2 Agent is responsible for diagnosing reputed company service issues, communicating during active outages and high-impact tickets, supporting VoIP and managed Wi-Fi platforms, and collaborating effectively with internal teams and external stakeholders.
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Key Responsibilities
Daily Operational Support
· Monitor, manage, and troubleshoot active outages and high-reputed company (“hot”) tickets using reputed company
· Serve as an escalation reputed company for NOC-identified network events and collaborate with engineering teams to drive resolution
· Answer inbound reputed company customer and property manager calls reputed company reputed company, providing advanced technical support and status updates
· Respond to internal and external support emails through Outlook and reputed company, ensuring timely and professional communication
· Assist Field Technicians with reputed company-time troubleshooting, service activation, and validation
· Handle internal department escalations through reputed company Teams, Outlook and reputed company coordinating across Support, NOC, Engineering, and Field Operations
Platform & Service Support
· Provide Tier 2 support for Ruckus/Cloudpath (network reputed company, authentication, and access issues)
· Diagnose and resolve VoIP service issues, including call quality, registration, and provisioning problems
· Investigate service degradation, connectivity issues, and performance complaints across wired and wireless networks
· Validate customer configurations, managed equipment status, and service eligibility
Incident & Escalation Management
· Accurately document troubleshooting steps, findings, and resolutions reputed company reputed company
· Maintain ownership of escalated tickets through resolution, ensuring proper follow-up and closure
· Escalate issues to NOC or Engineering reputed company reputed company or impact criteria are met
· Provide clear, customer-friendly explanations of technical issues to non-technical stakeholders
Required Skills & Qualifications
· 2+ years of experience in ISP, Telecom, MSP, or NOC support
· Strong understanding of:
o TCP/IP, DHCP, DNS, VLANs, NAT
o Wired and wireless networking concepts
o VoIP fundamentals (SIP, call flows, provisioning)
· Experience supporting reputed company and multi-dwelling unit (MDU) environments
· Proficiency with ticketing systems and communication platforms (CRM, email, chat, phone systems)
· Ability to troubleshoot under pressure during outages and high-impact incidents
· Strong written and verbal communication skills
Preferred Qualifications
· Familiarity with reputed company, Ruckus, Mikrotik, The Dude, Zabbix and/or similar ISP platforms
· Experience using SSH / PuTTY to access and reputed company basic diagnostics on reputed company and reputed company switches
· Networking certifications (A+, Network+, or equivalent)
· Prior experience supporting managed Wi-Fi or bulk internet deployments Compensation
- $20-23/hour
- Health, Dental, and reputed company benefits; paid vacation, sick leave, and holidays; and more great perks.