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FrontierUS

Technical Support Specialist – Tier 1/2 (Second Shift)

FrontierUS
Traverse City, MI $50k - $60k/yr Full time Posted 4d ago
Customer Service Customer Support Help Desk Support Information Technology (IT) IT Services It Support Lte/5g Network Support Networks Remote Access Vpn Sd Wan Specialist Technical Support Tier 1 2 Support
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Job Description

FrontierUS is seeking a Technical Support Specialist for Tier 1 and Tier 2 support during the second shift. This onsite role is based in Traverse City, MI and focuses on owning the support queue, troubleshooting network-related issues, and coordinating escalations with Peplink support and engineering.

Role Responsibilities

  • Deliver Tier 1 and Tier 2 technical support to partners and customers.
  • Own the support queue for your shift by monitoring incoming tickets, prioritizing by severity, and responding within service-level targets.
  • Triage critical and service-down issues, resolving them directly or escalating them as appropriate.
  • Coordinate escalated cases with Peplink support and engineering teams.
  • Document case status, actions taken, and next steps clearly so day-shift team members can continue seamlessly.
  • Provide client education on Peplink features and benefits.
  • Respond professionally to support tickets by resolving issues or establishing a clear escalation path.
  • Explain troubleshooting steps to help clients feel supported and understand how their concern is being addressed.
  • Bring devices online and configure them using cloud management platforms such as InControl2.
  • Reproduce client configurations to support testing and issue isolation.
  • Create and maintain knowledge base articles, with emphasis on recurring after-hours issues.
  • Participate in a rotating on-call schedule.

Required Qualifications

  • Consistent availability for the schedule 4:00 PM to 1:00 AM Eastern, with occasional flexibility for on-call coverage.
  • Ability to work onsite at the Traverse City, MI office.
  • Proficiency troubleshooting network and routing issues.
  • Ability to work independently and make sound decisions with limited real-time supervision.
  • Professional written and verbal communication, strong presentation skills, and the ability to provide step-by-step direction.
  • Self-motivated, organized, and detail-oriented team player.
  • Ability to manage multiple issues and shifting priorities.
  • Integrity, ethical behavior, and respect for confidentiality.
  • Working knowledge of Linux command line navigation and troubleshooting.
  • Technical certifications are not required, but are a plus.

Technologies Used

  • InControl2
  • Linux command line
  • Peplink
  • Peplink PCE
  • Peplink PCA
  • TCP/IP
  • DNS
  • LTE/5G
  • VPN
  • SD-WAN
  • Starlink

Preferred Skills

  • Strong understanding of telecommunications and networking, including TCP/IP, DNS, LTE/5G, VPN, and SD-WAN.
  • Peplink PCE/PCA certification.
  • Previous experience with Peplink, Cradlepoint/Ericsson, or Sierra Wireless.
  • Familiarity with Starlink or other satellite connectivity.

Benefits

  • Comprehensive health, dental, vision, and HSA benefits.
  • Supplemental insurance options.
  • Group term life, AD&D, and LTD.
  • Paid time off.
  • ESOP retirement plan.
  • 401(k).

Compensation and Location

$50,000 - $60,000 per year. Onsite role in Traverse City, MI.

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