freehire launches on Product Hunt on 26 August.

Follow →

INDUSTRIAL NETWORKING SOLUTIONS

Discussion

Technical Support II

Open 33d

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.

Show