Network Support Specialist

Point Broadband / Sunset Digital; Alabama; Remote; USD 45,000 - 65,000; Full time

Job summary

A leading telecommunications company is seeking a Network Support Specialist who specializes in resolving advanced customer connectivity issues. This remote role demands technical expertise in troubleshooting internet and voice services, providing exceptional customer support, and documenting resolutions. Ideal candidates will possess strong diagnostic skills and a solid understanding of networking concepts, along with a commitment to first-touch resolution excellence.

Benefits

Medical, Dental and Vision Plans

401(k) with generous company match

Paid Time Off

Career Progression Opportunities

Cell Phone Allowance

Qualifications

• High school diploma or GED required.
• Previous experience supporting internet, VoIP, or networked systems is a big plus.
• Strong understanding of networking concepts (IP, DNS, DHCP, Wi-Fi, modem/router setup).

Responsibilities

• Deliver advanced troubleshooting support for internet and voice issues.
• Work tickets escalated from Tier 1 agents, resolving service-affecting problems.
• Open and close trouble tickets accurately to document issue resolution.

Skills

Diagnostic skills

Troubleshooting skills

Networking concepts knowledge

Communication skills

Education

High school diploma or GED

Associate degree in a technical field

Tools

Windows OS

Microsoft Office

Ticketing systems

Job description

Network Support Specialist
Remote, but successful candidate MUST live within a state in which Point Broadband Operates (AL, FL, GA, MI, OH, TN, TX, and VA) #LI-remote

Summary:

As a Tier 2 Technical Support Specialist, you’ll be the go-to expert for resolving more advanced customer connectivity issues. Your focus will be on troubleshooting internet, voice, and other service problems—digging into technical diagnostics, escalating complex cases when needed, and making sure our customers are up and running as quickly as possible. Unlike general support roles, this position is almost entirely technical, with limited billing or basic account work.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to the following:

• Deliver advanced troubleshooting support for internet, voice, and equipment issues.
• Work tickets escalated from Tier 1 agents, resolving service-affecting problems through root cause analysis.
• Open, update, and close trouble tickets accurately to document issue resolution.
• Escalate outages and abnormal network conditions using established escalation procedures.
• Collaborate with other teams during network events to assist with customer communication and issue resolution.
• Strive for first-touch resolution on all assigned cases.
• Utilize multiple systems and tools to test equipment, verify service levels, and resolve connectivity issues.
• Respond to customers professionally via phone, chat, or email—always with a solutions-first mindset.
• Remain current on internal tools, policies, procedures, and technical standards.
• Perform other duties as needed to support service restoral or special assignments during outages.

Qualifications & Requirements:

• High school diploma or GED required; associate degree in a technical field preferred.
• Previous experience supporting internet, VoIP, or networked systems is a big plus.
• Strong understanding of networking concepts (IP, DNS, DHCP, Wi-Fi, modem/router setup, etc.).
• Excellent diagnostic and troubleshooting skills—you enjoy solving problems others can’t.
• Clear, confident communication (written and verbal).
• Ability to remain calm and professional during urgent or high-pressure situations.
• Familiarity with Windows OS, Microsoft Office, and ticketing systems.
• Flexible availability—must be able to work evenings, weekends, holidays, and overtime as needed.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Work is performed indoors at a workstation.
• Must be able to sit for long periods (8–10 hours per shift).
• Regularly required to talk and hear.
• Required to use hands to type, handle objects and paperwork.
• Required to reach and hold items at chest level or above the shoulder.
• Required to use close vision and be able to focus.
• Ability to work beyond normal business hours, including weekends, and holidays as necessary.

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*