Tier 2 Technical Support Specialist

The Tier 2 Support Specialist is responsible for advanced troubleshooting and resolution of customer network and connectivity issues escalated from Tier 1 support. This role works within the Network Operations Center (NOC) to diagnose and resolve complex issues involving access points, switches, routers, and IDF/MDF infrastructure across SecureVision’s bulk MDU resort properties. The position partners closely with field technicians during installs, service calls, and outage response, and serves as a key escalation resource for Tier 1 staff.

Duties/Responsibilities:

• Advanced Technical Troubleshooting:

o Diagnose and resolve escalated network issues involving access points, switches, routers, and customer premises equipment.

o Troubleshoot connectivity, throughput, Wi-Fi performance, VLAN, and IDF/MDF-related issues.

o Perform remote diagnostics using monitoring and management tools.

o Document root cause and resolution steps for each escalation.

• Customer Issue Resolution:

o Take ownership of escalated tickets from Tier 1 and drive them through to resolution.

o Communicate clearly and professionally with residents, property staff, and internal teams.

o Provide timely status updates throughout the troubleshooting process.

o Maintain service performance and quality standards on every interaction.

• Field Technician Coordination:

o Provide remote support to field technicians during installs, service calls, and outages.

o Assist with diagnosing and resolving field equipment issues in real time.

o Coordinate with field staff to validate fixes and confirm service restoration.

o Participate in onsite troubleshooting when required, including major outages or complex customer issues.

• Ticket and Escalation Management:

o Manage assigned ticket queue and prioritize based on severity and SLA.

o Escalate issues beyond Tier 2 scope to the Tier 2 NOC Supervisor or Tier 3 resources promptly and with complete documentation.

o Maintain accurate, detailed notes in the ticketing system from initial intake through closure.

o Identify recurring issues and recommend process or knowledge-base improvements.

• Network Maintenance Support:

o Participate in scheduled maintenance windows, including after-hours work as needed.

o Execute assigned maintenance tasks and verify completion against the change plan.

o Confirm network stability and service health following maintenance activity.

o Report any anomalies or unexpected behavior to the supervisor immediately.

Do you have a valid Driver’s License license?, Do you have experience in Wireless networking?, Do you have a Associate’s degree?, * Strong network troubleshooting skills, including hands-on experience with switches, access points, and routers.

• Working knowledge of TCP/IP, VLANs, DHCP, DNS, and Wi-Fi standards.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical customers.
• Strong organizational skills and the ability to manage multiple tickets and priorities in a fast-paced environment.
• Experience with ticketing tools and documentation systems.
• Proficiency in Microsoft Office.
• Customer-service orientation and a collaborative team approach.

Education and Experience:

• Associate’s degree or relevant technical certifications preferred.
• 2-4 years of technical or network support experience.
• Hands-on experience with switches, access points, and network infrastructure required.
• CompTIA Network+, CCNA, or equivalent certifications a plus.
• Experience in a multi-dwelling unit (MDU), hospitality, or ISP environment a plus.

Work Environment:

• Prolonged periods sitting at a desk and working on a computer.
• Fast-paced operations setting.
• On-call participation is required.
• Participates in scheduled and after-hours maintenance activity.
• Occasional travel may be required for onsite support, outage response, and customer escalation activity.
• Must be able to lift up to 25 pounds at times, including network equipment such as switches, access points, and cabling., * Associate (Preferred)

Experience:

• Network Support: 2 years (Required)

License/Certification:

• Drivers License (Required)

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance