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Today

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

FrontierUS Traverse City, MI

Traverse City, MI

Today

$50k - $60k/yr Full time Customer Service Customer Support Help Desk 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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