Technical Support II

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.