Job Summary

Provides advanced remote Tier II technical support for complex network and connectivity issues escalated from Tier I. Troubleshoots switches, routers, wireless access points, VLANs, IP connectivity, DHCP, DNS, and other network equipment. Supports Tier I teams and field technicians remotely while collaborating with Network Operations and Engineering to resolve outages and infrastructure issues. Fully remote position with no routine onsite work.

Hours: Monday through Friday 8:00 AM to 5:00 PM (CT) with an hour unpaid break

Location: Remote

Supervisory Responsibilities: This position does not have any supervisory responsibilities.

Duties & Responsibilities

• Issue Resolution: Troubleshoot and resolve escalated technical issues involving network connectivity, wireless performance, switches, routers, access points, and customer premise equipment.
• Network Diagnostics: Diagnose issues related to VLANs, DHCP, DNS, TCP/IP, network performance, and connectivity within supported properties.
• System Utilization: Utilize network monitoring, management, and ticketing systems to identify, analyze, document, and resolve service-impacting issues.
• Field Support: Provide remote technical support and troubleshooting assistance to field technicians during installations, service issues, and outage events, including directing onsite personnel through equipment identification, cabling, console access, and diagnostic steps when physical intervention is required.
• Device Administration: Remotely access and administer switches, routers, and wireless access points via SSH, serial/console, Telnet, and web GUI, using secure management protocols such as SSH instead of Telnet whenever supported.
• Switch Configuration: Configure managed switches for production use, including management IP and administrative credentials, VLAN creation, access and trunk/uplink ports, management VLAN, PoE, STP/RSTP, LACP/LAG, NTP/SNMP/syslog where applicable, and configuration backup and validation.
• Path Tracing: Troubleshoot connectivity issues by logically tracing the path from client/AP through the access switch, IDF, MDF/distribution, and router/gateway to identify where connectivity is failing.
• On-Call Duties: Participate in an after-hours on-call rotation, including nights, weekends, holidays, and emergency outage response.
• Service Restoration: Coordinate with field personnel to validate equipment functionality, confirm resolutions, and restore customer services.
• Ticket Management: Manage assigned support tickets while prioritizing issues based on severity, customer impact, and established service expectations.
• Documentation: Document troubleshooting steps, commands, configuration changes, findings, root cause (when known), resolution, and recommended follow-up accurately within company systems. Ensure escalations to Engineering contain enough technical evidence so troubleshooting does not need to restart.
• Escalation: Escalate complex issues to appropriate Network Operations leadership or Tier III/Engineering resources with complete documentation and troubleshooting history.
• Maintenance & Upgrades: Participate in scheduled maintenance activities, assist with network upgrades, equipment replacements, and infrastructure improvements.
• AI Tool Utilization: Effectively utilize AI tools (e.g., ChatGPT, Claude, Gemini) to troubleshoot problems, analyze issues, research solutions, interpret logs, and develop troubleshooting steps. Provide accurate technical context, critically evaluate AI recommendations, and apply solutions safely within a production environment.
• Continuous Improvement: Identify recurring technical issues and provide recommendations for process improvements, documentation updates, and operational efficiencies.
• Communication: Maintain professional communication with customers, property representatives, field personnel, and internal teams.
• Other Duties: Perform additional and related duties as assigned by management.

Required Skills & Abilities

• Independent Troubleshooting: Strong ability to independently receive an issue with limited initial information, develop a troubleshooting plan, and research unfamiliar hardware, commands, errors, or network behavior to resolve issues without predefined scripts.
• VLAN Expertise: Strong understanding of VLAN configuration and troubleshooting, including access ports, trunk ports, tagged/untagged VLANs, native VLANs/PVIDs, allowed VLANs, management VLANs, and resolving VLAN mismatches across multiple switches.
• IP & Subnetting: Proficiency with IPv4 addressing and subnetting, including subnet masks, CIDR notation, network/broadcast addresses, usable host ranges, default gateways, static vs. DHCP addressing, and basic Layer 2 vs. Layer 3 troubleshooting.
• Equipment Provisioning: Ability to configure a factory-default managed switch for production use and save/backup/validate the configuration.
• Remote Management: Proficiency in accessing/administering hardware via secure protocols, configuring a laptop with a static IP/subnet for direct management access, and prioritizing SSH over Telnet.
• Diagnostic Tools: Ability to use and interpret ping, traceroute, ARP tables, MAC address tables, LLDP/CDP, interface statistics, switch logs, DHCP, DNS testing, port status, VLAN membership, and STP state.
• Layer 2 Fundamentals: Working knowledge of STP/RSTP, network loops, LACP/LAG, LLDP/CDP, MAC address tables, ARP, PoE, SFP/SFP+/SFP28 optics, and fiber/copper Ethernet fundamentals.
• Wireless Troubleshooting: Ability to remotely troubleshoot AP connectivity, AP adoption/controllers, SSID configuration, VLAN assignment, client connectivity, RSSI/signal strength, channel utilization/interference, and PoE-related AP issues.
• AI Integration: Strong ability to safely and effectively leverage AI tools for network analysis and troubleshooting within a production environment.
• Remote Guidance: Ability to logically direct non-technical onsite field technicians through physical troubleshooting, cabling, console connections, and diagnostic gathering.
• Adaptability: Experience supporting multi-vendor network environments. Candidates should be able to transfer networking fundamentals between different manufacturers and learn unfamiliar platforms quickly.
• Communication: Excellent written and verbal English skills to clearly explain technical issues to both technical and non-technical audiences.
• Organization & Time Management: Excellent organizational skills, attention to detail, and ability to manage multiple priorities and deadlines.
• Environment Adaptability: Ability to function effectively in a high-paced, occasionally stressful environment, working both independently and collaboratively.
• Software Proficiency: Proficiency with Microsoft Office Suite, ticketing systems, and technical documentation tools.

Education & Experience

• Education: High school diploma or equivalent required; Associate degree in Networking, Information Technology, or related field preferred.
• Experience: Approximately 2 to 4 years of network/technical support or ISP-related experience preferred.
• Hands-on Skills: Experience configuring and troubleshooting managed switches, wireless access points, routers, and network infrastructure required.
• Industry Background: Experience supporting multi-dwelling units (MDUs), hospitality environments, MSPs, NOCs, or internet service providers preferred.
• Certifications: Technical certifications such as CompTIA Network+, CCNA, or equivalent experience preferred.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations (for full-time roles only)

Note

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.