Technical Support II

## Description

Technical Support II

Job Description

Level 2 Technical Support provides intermediate to advanced troubleshooting and technical resolution for router and networking applications. This role requires a strong grasp of networking principles and hands-on experience with VPNs, routing, and wireless technologies. Level 2 support also collaborates closely with internal engineering and sales teams to deliver solutions that meet customer requirements and contribute to advancing Managed Services programs.

Duties & Responsibilities

• Investigate support cases within SLA and resolve more complex hardware and software issues related to routers and networking.
• Analyze logs, system behavior, and error reports to isolate root causes and recommend solutions.
• Participate in design discussions to tailor router configurations to meet unique customer requirements.
• Assist in writing and reviewing technical scopes of work (SOW), proposals, and technical documentation.
• Configure advanced router features such as VPNs, port forwarding, static routes, and security policies.
• Author and maintain company knowledge sharing posts, configuration documentation, including standard operating procedures, troubleshooting guides, and FAQs.
• Deliver technical training sessions and knowledge transfers to internal staff and customers.
• Assist with device provisioning, firmware upgrades, and integration with third-party systems or customer infrastructure.
• Participate in product testing and review.
• Provide hands-on remote support using remote access tools to guide customers through troubleshooting and configuration tasks.
• Collaborate with Level 1 support and act as a mentor/resource to internal teams.
• Work directly with product vendors as needed to escalate product-specific issues or receive advanced support.
• Stay current with technological advancements, product features, and industry trends.

Required Qualifications

Education

• Bachelor’s degree in information technology, computer science, or relevant field or may substitute education for relevant work experience

Experience

• 2–4 years of experience in a technical support or networking role with increasing responsibility.
• Strong understanding of wireless technologies (4G LTE, 5G, Wi-Fi), including cellular signal metrics and antenna placement.
• Hands-on experience with router configuration via GUI and CLI, including VPN (IPSec, OpenVPN), VLAN, firewall rules, NAT, port forwarding, and routing protocols.
• Experience in supporting Private Cellular Network (PCN).
• Familiarity with troubleshooting tools such as ping, traceroute, packet capture, and log analysis.
• Proficient in documenting technical processes and communicating solutions to both technical and non-technical audiences.
• Able to manage multiple support cases concurrently while maintaining high customer satisfaction.
• AI or automation experience in accelerating incident resolution or support operations is a plus.

Technical Certifications

• Ericsson Mountaineer Program – Level 2 (Support)
• Peplink Certified Associate (PCA)
• Certifications in Private Cellular Network (PCN)
• Certification in relevant technologies (e.g. CompTIA Network+ or CCNA) is desired

Physical & Environmental Requirements

• Position is primarily performed in a professional office environment
• Must be able to sit or stand for extended periods and use standard office equipment

Additional Requirements

• Occasional after-hours and weekend support may be required.
• Must be legally authorized to work in the United States
• Must be able to pass a criminal background check and drug screening

Location

• INS HQ – Richardson, TX (Dallas-Fort Worth Metro Area)

EEO Statement

• Industrial Networking Solutions (INS) is proud to be an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees. We maintain a drug-free workplace and conduct pre-employment substance abuse testing and criminal background checks.