Technical Support II

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    "description": "<p style=\"text-align:center\">&nbsp;</p>\n\n<p style=\"text-align:center\">&nbsp;</p>\n\n<p>Technical Support&nbsp;II&nbsp;</p>\n\n<p>Job&nbsp;Description&nbsp;</p>\n\n<p>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.&nbsp;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.&nbsp;</p>\n\n<p>&nbsp;</p>\n\n<p>Duties &amp;&nbsp;Responsibilities:&nbsp;&nbsp;</p>\n\n<ul>\n\t<li>\n\t<p>Investigate&nbsp;support cases within SLA&nbsp;and resolve more complex hardware and software issues related to routers and networking.&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Analyze logs, system behavior, and error reports to isolate root causes and recommend solutions.&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Participate in design discussions to tailor router configurations to meet unique customer requirements.&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Assist&nbsp;in writing and reviewing technical scopes of work (SOW), proposals, and technical documentation.&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Configure advanced router features such as VPNs, port forwarding, static routes, and security policies.&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Author and&nbsp;maintain&nbsp;company knowledge sharing posts, configuration documentation, including standard operating procedures, troubleshooting guides, and FAQs.&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Deliver technical training sessions and knowledge transfers to internal staff and customers.&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Assist&nbsp;with device provisioning, firmware upgrades, and integration with third-party systems or customer infrastructure.&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Participate in product testing and review.&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Provide hands-on remote support using remote access tools to guide customers through troubleshooting and configuration tasks.&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Collaborate with Level 1 support and act as a mentor/resource to internal teams.&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Work directly with product vendors as needed to escalate product-specific issues or receive advanced support.&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Stay current with technological advancements, product features, and industry trends.&nbsp;</p>\n\t</li>\n</ul>\n\n<p>&nbsp;</p>\n\n<p>Required Qualifications:&nbsp;</p>\n\n<p>Education:&nbsp;&nbsp;</p>\n\n<ul>\n\t<li>\n\t<p>Bachelor&rsquo;s degree in information technology, computer science, or relevant field or may substitute education for relevant work experience&nbsp;</p>\n\t</li>\n</ul>\n\n<p>Experience:&nbsp;&nbsp;</p>\n\n<ul>\n\t<li>\n\t<p>2&ndash;4 years of experience in a technical support or networking role with increasing responsibility.&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Strong understanding of wireless technologies (4G LTE, 5G, Wi-Fi), including cellular signal metrics and antenna placement.&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Hands-on experience with router configuration&nbsp;via GUI and CLI, including VPN (IPSec, OpenVPN),&nbsp;VLAN,&nbsp;firewall&nbsp;rules, NAT, port forwarding, and routing protocols.&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Experience in supporting Private Cellular Network&nbsp;(PCN).&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Familiarity with troubleshooting tools such as ping, traceroute, packet capture, and log analysis.&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Proficient in documenting technical processes and communicating solutions to both technical and non-technical audiences.&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Able to manage multiple support cases concurrently while&nbsp;maintaining&nbsp;high customer satisfaction.&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>AI or automation experience in accelerating incident resolution&nbsp;or&nbsp;support operations is a plus.&nbsp;</p>\n\t</li>\n</ul>\n\n<p>&nbsp;</p>\n\n<p>Technical&nbsp;Certifications:&nbsp;</p>\n\n<ul>\n\t<li>\n\t<p>Ericsson Mountaineer Program &ndash; Level 2 (Support)&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Peplink&nbsp;Certified Associate (PCA)&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Certifications in Private Cellular Network&nbsp;(PCN)&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Certification in relevant technologies (e.g.&nbsp;CompTIA Network+ or CCNA) is desired&nbsp;</p>\n\t</li>\n</ul>\n\n<p>&nbsp;</p>\n\n<p>&nbsp;</p>\n\n<p>&nbsp;</p>\n\n<p>Physical &amp; Environmental Requirements:&nbsp;</p>\n\n<ul>\n\t<li>\n\t<p>Position is primarily performed in a professional office environment&nbsp;&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Must be able to sit or stand for extended periods and use standard office equipment &nbsp;</p>\n\t</li>\n</ul>\n\n<p>&nbsp;<br />\nAdditional Requirements:&nbsp;&nbsp;</p>\n\n<ul>\n\t<li>\n\t<p>Occasional after-hours and weekend support may be&nbsp;required.&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Must be legally authorized to work in the United States&nbsp;</p>\n\t</li>\n</ul>\n\n<ul>\n\t<li>\n\t<p>Must be able to pass a criminal background check and drug screening&nbsp;</p>\n\t</li>\n</ul>\n\n<p> &nbsp;</p>\n\n<p>Location:&nbsp;&nbsp;</p>\n\n<p>&nbsp;</p>\n\n<ul>\n\t<li>\n\t<p>INS HQ &ndash; Richardson, TX (Dallas-Fort Worth Metro Area)&nbsp;</p>\n\t</li>\n</ul>\n\n<p>&nbsp;</p>\n\n<p> &nbsp;<br />\n&nbsp;</p>\n\n<p>EEO Statement:&nbsp;&nbsp;</p>\n\n<ul>\n\t<li>\n\t<p>Industrial Networking Solutions (INS) is proud to be an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees. We&nbsp;maintain&nbsp;a drug-free workplace and conduct pre-employment substance abuse testing and criminal background checks.&nbsp;</p>\n\t</li>\n</ul>\n\n<p>&nbsp;</p>\n",
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