Tier II Technical Support Technician

Responsibilities

• Provide remote technical support by phone to customers of the NeuBeam ISP/MSP network.
• Resolve technical issues escalated by Tier I technical support.
• Escalate the ticket to Tier III or schedule dispatch of a field technician when remote resolution is not possible.

Requirements

• Ability to work from home as needed, requiring a quiet workspace, high quality phone service, and a stable broadband connection.
• Some travel may be required.
• 2-3 years technical support / Helpdesk experience.
• Strong understanding of networking fundamentals.
• Experience supporting basic router and switch functions (NAT, DHCP, Port forwarding, VLANs, Spanning Tree, DNS, ICMP, etc.).
• Experience supporting 802.11 WiFi connectivity.
• Experience in fixed wireless networks (PTP and PMP) with RF fundamentals is desired but not required.
• Experience with Fiber or Cable internet systems is desired but not required.
• Experience working with customer management and ticketing software.
• Self-motivated, able to work productively with minimal supervision.
• Able to quickly research equipment and software functions and features.
• Proficient with Microsoft Office applications (Word, Excel, etc.).
• Excellent communication skills and the ability to document complex technical issues.
• Organized and able to manage multiple schedules.
• Experience supporting desktop and mobile operating systems.
• Customer service training and the ability to maintain call control when dealing with frustrated customers.
• Flexible schedule; on-call and shift work may be required.

Technologies

• Microsoft Word
• Microsoft Excel
• 802.11 WiFi connectivity
• Fixed wireless network (PTP and PMP)
• Customer management and ticketing software

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

About NeuBeam

NeuBeam is a fast growing Internet and Managed Service Provider with markets across the United States. The company offers Fiber, Microwave Backhaul, Fixed Wireless Broadband, and Cable Internet. This role presents an opportunity to deepen technical skills and advance within a dynamic, supportive environment.

Job Details

Job Type: Full-time

Pay: USD 18.00 - 24.00 per hour

Location: Oakland, MD 21550 (onsite)

Work Location: In person

Ability to commute: Oakland, MD 21550 (Preferred)