Technical Support Representative, Tier 2

Tier 2 Network Support

• Troubleshoot and support IP-based technologies, including wired and wireless networks, video surveillance systems, and VoIP/phone services.
• Diagnose and resolve issues involving routers, switches, access points, firewalls, and other networking equipment.
• Identify and remediate wireless network performance issues such as latency, packet loss, and interference.
• Accurately document and track support cases in Salesforce, including detailed troubleshooting notes and resolution steps.
• Serve as a knowledgeable technical resource by providing accurate product and service information.
• Support customers through phone, email, online chat, and other communication channels.
• Professionally de-escalate customer concerns and drive issues toward resolution.
• Maintain and update customer account information with accuracy and urgency.

Tier 1 Video Support

• Provide first-level technical support for video service-related issues in a professional and timely manner.
• Troubleshoot common video service problems, including signal loss, audio/video quality issues, equipment errors, and service setup concerns.
• Guide customers through basic troubleshooting steps and determine when escalation or technician dispatch is necessary.
• Create, manage, and maintain service tickets with clear and accurate documentation.
• Update customer accounts, service packages, and programming as needed.
• Clearly communicate service issues, expected timelines, resolutions, and any associated costs to customers.
• Follow up with customers to confirm issue resolution and overall satisfaction.

Must Haves:

• Strong understanding of networking fundamentals, including switches, Ethernet, internet connectivity methods, and wireless technologies.
• Experience configuring and troubleshooting networking equipment from vendors such as Ruckus, MikroTik, Aruba, Cisco, and Ubiquiti.
• Familiarity with residential or commercial video service troubleshooting is preferred.
• Strong analytical troubleshooting and problem-solving abilities.
• Excellent documentation and case management skills.
• Professional Skills:
  • Strong written, verbal, and interpersonal communication skills.
  • Ability to remain calm, professional, and customer-focused in high-pressure situations.
  • Self-motivated with strong organizational skills and attention to detail.
  • Resourceful and persistent with a commitment to delivering timely resolutions.
  • Able to work independently while collaborating effectively within a team environment.
• Nice-to-Have:
  • CWNA (Certified Wireless Network Administrator)
  • MTCNA / MTCRE (MikroTik Certifications)
  • CompTIA Network+

Why You’ll Love It Here:

• Compensation starting at $50,000/yr, DOE
• New office in Midvale, stocked kitchen, onsite gym & Peloton
• Wellness perks including an onsite masseuse and mental health support
• Robust benefits package: medical, dental, vision, pet insurance, 401(k) match
• A culture that values innovation, growth, and having fun while doing it