Technical Support Specialist

About our client

Our client delivers high-touch telephony and connectivity support for multi-site, customer-facing businesses. Their environment is fast-paced and outage-sensitive, requiring strong technical judgment and the ability to troubleshoot complex, multi-vendor issues across voice, internet, and on-site network infrastructure. Theyre looking for a Tier 2 specialist who can independently diagnose issues end-to-end and confidently guide both technical and non-technical stakeholders through resolution.

Role summary

Provide white-glove Tier 2 support, configuration assistance, and root-cause analysis across an enterprise telephony and store-network stack: PBX/VoIP, LTE primary/backup internet, routers (e.g., Cradlepoint/InHand), Caller ID, DVR, antennas, and local site networks.

Advanced troubleshooting & resolution

• Act as the escalation point for voice, network, and LTE connectivity incidents (hardware, config, carrier, or site-level issues).

• Restore service for LTE/4G/5G primary and failover outages, VoIP/SIP failures, and site phone disruptions.

• Diagnose call-flow and PBX configuration issues (call forwarding, hunt groups, routing tables, NAT/firewall rules, feature settings).

• Investigate network topology problems (VLANs, VPN tunnels, routing behavior across carriers, switch-level faults).

• Perform thorough root-cause analysis and produce clear remediation notes/runbooks.

• Communicate calmly and clearly during incidents; collaborate well with the team; work highly independently with limited procedural guidance.

System configuration & deployment

• Configure, deploy, and support PBX systems, routers, modems, antennas, and related telephony/network hardware.

• Use Linux CLI and router OS tooling for configuration and deep troubleshooting (SSH, tunneling, diagnostic utilities).

• Set up and maintain secure remote access tunnels.

• Advise on cabling, physical topology, and on-prem hardware setup for distributed sites.

Cross-vendor & ISP coordination

• Work directly with ISPs, carriers, equipment vendors, and external engineering teams to escalate and resolve service-impacting issues.

• Lead multi-party troubleshooting across provider boundaries (ISP, PBX/VoIP, router vendor, LTE carrier, etc.).

• Ensure timely, accurate updates during outages, degradations, and ongoing investigations.

Ticket ownership & technical leadership

• Own Tier 2 tickets end-to-end with strong documentation of steps taken, findings, and outcomes.

• Mentor Tier 1/other support staff and contribute to knowledge base improvements.

• Identify recurring patterns and recommend infrastructure/process enhancements.

• Coordinate in real time with internal stakeholders (e.g., sales, leadership, operations) to drive resolution.

Technical requirements

• 5+ years supporting and/or installing on-prem hardware: routers, switches, telephony equipment, and site network infrastructure.

• 3+ years providing real-time remote technical guidance to technicians, customers, or internal teams.

• Expert understanding of routing, subnetting, VLANs, NAT, firewalling, and ISP connectivity fundamentals.

• Strong Linux command-line capability (SSH, tunnels, packet/connection troubleshooting tools) and practical knowledge of Asterisk.

• Advanced troubleshooting experience across VoIP/SIP, PBX configuration, and telephony call-flow behavior.

• Proven ability to troubleshoot LTE/4G/5G primary + backup/failover connectivity (including antenna/modem considerations and carrier diagnostics).

• 5+ years handling senior ticket workloads (Tier 2 / senior support / support engineering).

• Hands-on experience configuring routers (e.g., Cradlepoint/InHand), PBX systems, and network cabling/topology.

• Experience working with telco engineering teams or multi-site retail/restaurant environments is a strong plus.

Soft skills

• Excellent written/verbal communication; able to translate technical detail for non-technical audiences.

• Highly autonomous, proactive, and comfortable operating with minimal playbooks.

• Team-first mindset; able to mentor and stay composed under pressure.

• Strong attention to accuracy, documentation quality, and customer impact.

Education & certifications

• Bachelors degree (or equivalent demonstrated expertise).

• Preferred (not required): LPIC-1/LPIC-2, ITIL v4 Foundations, CWNA/CWNP (CWSP/CWDP), VoIP/SIP certifications (e.g., SIP School).

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