Router Support Technician

Job Description: The Router Support Technician is responsible for providing exceptional technical support to customers by troubleshooting and resolving issues related to routers, networking equipment, and other CSG-purchased hardware. This role serves as the first point of contact for Tier 1 technical escalations and delivers timely, professional support through phone, email, and the internal ticketing system.

The Router Support Technician diagnoses hardware, software, and connectivity issues, guides customers through troubleshooting procedures, documents all customer interactions, and escalates complex issues when appropriate. This position supports both CSG-branded products and a variety of OEM networking solutions while maintaining a high level of customer satisfaction and technical accuracy.

Job Responsibilities: A Router Support Technician candidate shall be able to, but is not limited to:

• Complying with company policies, procedures, and regulatory standards.
• Provide technical support to customers via phone, email, and the internal ticketing system in a professional and timely manner.
• Troubleshoot and resolve Tier 1 and Tier 2 technical issues involving routers, networking hardware, and CSG-purchased products.
• Guide customers through diagnostic and troubleshooting procedures using established processes, diagnostic tools, and remote support techniques.
• Accurately document all customer interactions, troubleshooting steps, resolutions, and follow-up actions within the ticketing system.
• Escalate complex technical issues to higher-level support teams when appropriate while ensuring proper documentation and communication.
• Support products from multiple OEM manufacturers as well as CSG in-house brands.
• Maintain knowledge of current networking technologies, hardware, firmware, and product updates.
• Create and maintain technical documentation, knowledge base articles, troubleshooting guides, and technical tips to improve internal resources and customer support.
• Identify opportunities to improve support processes, workflows, and documentation by evaluating recurring issues and recommending solutions.
• Collaborate with cross-functional teams, including Engineering, Sales, Product Management, and Operations, to resolve customer issues and improve the customer experience.
• Other duties as assigned.

• High school diploma or GED.
• Experience supporting TCP/IP (IPv4) networking environments.
• Experience with routers, switches, modems, cellular networking equipment, or other network-related hardware.
• Working knowledge of wired and wireless networking principles.
• Understanding of the Open Systems Interconnection (OSI) model.
• Basic knowledge TCP/IP V4 physical and wireless networking
• (Ideal, not required) Certification with CCNA, or Network +. Industry certifications such as CompTIA Network+, Cisco CCNA, or equivalent networking certifications preferred but not required.

Training: A Router Support Technician candidate must go through documented training with a qualified trainer or otherwise appointed personnel and demonstrate competency in performing the job.

Skills: A Router Support Technician candidate shall be comfortable with, but not limited to:

• Knowledge of computers and software such as the Office 365 Suite, spreadsheet programs, use computer related software.
• Respond to numerous emails and phone calls.
• Sitting for extended periods of time.
• Strong verbal and written communication skills
• Team player with strong organizational skills
• Able to handle multiple tasks/projects simultaneously to meet goals and deadlines.
• Strong analytical thinking and problem-solving skills.
• Well organized with great time management skills to manage multiple priorities.
• Ability to work well independently, prioritize and complete tasks in a high-pressure environment.

Preferred Skills: A Router Support Technician candidate shall be comfortable with, but not limited to:

• Strong customer service orientation with the ability to explain technical concepts to users with varying levels of technical knowledge.
• Ability to troubleshoot technical issues methodically and efficiently.
• Understanding of general computer concepts.
• Basic understanding of computer hardware, operating systems, and general IT concepts.

Pulled from the full job description

• Parental leave
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance