Technical Support Specialist

About our client

Our client provides managed telephony and connectivity support for customer-facing organizations. Their environment is fast-paced and highly availability-driven, requiring strong technical judgment and the ability to troubleshoot complex, multi-vendor issues across voice, internet, and on-site network infrastructure.

They are seeking a Tier 2 Technical Support Specialist who can independently diagnose issues end-to-end and confidently guide both technical and non-technical stakeholders through resolution.

Role summary
Provide high-touch Tier 2 support, configuration assistance, and root-cause analysis across an enterprise telephony and site-network stack, including PBX/VoIP systems, primary and failover internet (LTE/4G/5G), routers, caller ID services, peripherals, antennas, and local network infrastructure.

Advanced Troubleshooting & Resolution

• Act as the escalation point for voice, network, and wireless connectivity incidents, including hardware, configuration, carrier, and site-level issues.
• Restore service for primary and failover connectivity outages, VoIP/SIP failures, and site-level telephony disruptions.
• Diagnose call-flow and PBX configuration issues such as call routing, forwarding rules, hunt groups, NAT/firewall behavior, and feature settings.
• Investigate network topology issues involving VLANs, VPN tunnels, routing behavior across providers, and switch-level faults.
• Perform thorough root-cause analysis and produce clear remediation notes and operational runbooks.
• Communicate calmly and clearly during incidents; collaborate effectively while operating with a high degree of independence.

System configuration & deployment

• Configure, deploy, and support PBX systems, routers, modems, antennas, and related telephony/network hardware.
• Use Linux command-line tools and router operating systems for configuration and deep troubleshooting (SSH, tunneling, diagnostic utilities).
• Set up and maintain secure remote access tunnels.
• Advise on cabling standards, physical topology, and on-prem hardware layouts 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).