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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