Tier 2 Technical Support

Role Summary

The Tier 2 Technical Support Agent provides advanced technical assistance for residential, commercial, and property-managed internet and voice services. This role serves as a critical escalation point between Tier 1 Support, the Network Operations Center (NOC), and Field Operations. The Tier 2 Agent is responsible for diagnosing complex 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-priority (“hot”) tickets using Sonar

· Serve as an escalation point for NOC-identified network events and collaborate with engineering teams to drive resolution

· Answer inbound commercial customer and property manager calls via Genesys, providing advanced technical support and status updates

· Respond to internal and external support emails through Outlook and Sonar, ensuring timely and professional communication

· Assist Field Technicians with real-time troubleshooting, service activation, and validation

· Handle internal department escalations through Microsoft Teams, Outlook and Sonar coordinating across Support, NOC, Engineering, and Field Operations

Platform & Service Support

· Provide Tier 2 support for Ruckus/Cloudpath (network onboarding, 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 within Sonar

· Maintain ownership of escalated tickets through resolution, ensuring proper follow-up and closure

· Escalate issues to NOC or Engineering when thresholds 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 commercial 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 Sonar, Ruckus, Mikrotik, The Dude, Zabbix and/or similar ISP platforms

· Experience using SSH / PuTTY to access and perform basic diagnostics on Cisco and Juniper switches

· Networking certifications (A+, Network+, or equivalent)

· Prior experience supporting managed Wi-Fi or bulk internet deployments Compensation

• $20-23/hour
• Health, Dental, and Vision benefits; paid vacation, sick leave, and holidays; and more great perks.