Tier 2 Technical Support Specialist

At Volo Internet + Tech, our mission goes beyond reliable connectivity - we help people navigate the tech that powers their lives. As a Tier 2 Technical Support Specialist, you'll play a key role in solving complex issues, managing network configurations, coordinating internal responses, and ensuring smooth, efficient, and expert-level support.

You'll step in when problems go beyond Tier 1, owning advanced troubleshooting, dispatch coordination, and backend configuration - especially across our Internet, IT, and solar services. You'll also manage tickets from start to finish, assist on-site at customer locations, and support field operations through preparation and scheduling.

What You'll Do

• Triage incoming support requests and determine next steps for resolution
• Respond to and manage support ticket emails with accuracy and urgency
• Troubleshoot and resolve escalated issues related to internet connectivity, WiFi performance, devices, and solar equipment
• Configure and maintain Multi-Dwelling Units (MDUs) in UniFi, including adding and managing access points
• Make outbound calls to open and follow up on Problem Report tickets
• Provide technical guidance and resolution across MacOS, Windows, mobile devices, and home/business networks
• Monitor open tickets to ensure customer issues are addressed promptly and thoroughly
• Assist customers with billing and new sales-related inquiries.
• Prioritize, update, and close tickets based on urgency, scope, and customer impact
• Dispatch field technicians efficiently based on support needs and scheduling priorities
• Prepare and stage equipment for field technicians, ensuring readiness for installations and service calls
• Coordinate field tech schedules and communicate changes clearly to all parties
• Maintain detailed records of customer interactions, technical resolutions, and system updates
• Deliver professional, friendly support via phone, email, text, and occasional in-person interactions

Do you have a valid Driver's License license?, Do you have experience in Technical support?, * Experience in technical support, IT helpdesk, or network troubleshooting

• Working knowledge of UniFi Controller and basic networking concepts
• Strong attention to detail and organizational skills, especially in managing multiple tickets and workflows
• Effective communication skills-both technical and customer-facing
• Ability to learn quickly and adapt to new tools and systems
• Proven ownership mentality-able to see issues through to resolution
• A valid driver's license

Preferred Qualifications

• Ability to guide customers through router setup over the phone
• Troubleshooting proficiency with Windows, MacOS, and ChromeOS networking issues
• Understanding of "ping" (including small/large packets and their use cases)
• Experience configuring VLANs with access/trunk ports, setting management IPs, and DHCP snooping
• High proficiency in maintaining detailed and accurate tickets in a support system
• Strong familiarity with internal communication tools such as Slack
• Advanced use of Google Workspace applications (Docs, Sheets, Gmail, Calendar, etc.)
• Excellent punctuality and reliability-consistently on time and present when scheduled
• Basic fiber testing skills (using VFL, matching SFPs, power level testing, cleaning fiber ends)
• Basic wireless configuration skills (programming Ubiquiti stations and APs)
• Ability to install, terminate, and test phone and Ethernet wiring

Perks & Benefits

• SIMPLE IRA retirement plan with company match available after 1 year of employment
• Health Savings Account (HSA) available Immediately
• Hands-on experience with real-world IT, networking, and customer service tools
• A mission-driven team that supports your development

If you're ready to take your troubleshooting skills to the next level and be a vital part of a growing tech team, this Tier 2 role gives you the chance to lead from the front with confidence and care.

Pulled from the full job description

• Retirement plan
• Health savings account