Remote Network Support Specialist II (Linux Pro)

Ventus Wireless; United States; Remote; USD 48,000 - 67,000; Full time

Job summary

Ventus Wireless, a Digi unit, seeks a Technical Support Specialist II to join our remote US team. You will provide Level 2 support in a fast-paced contact center, troubleshoot cellular and wireline networks, and collaborate with customers, partners, and field technicians.

Candidates need Linux command-line proficiency, TCPdump/Wireshark experience, and a willingness to work flexible shifts, including weekends or holidays.

Qualifications

• 2+ years of technical support and/or call center experience in Tier I/Tier II roles
• Experience providing Level 2 support to channel partners and resellers (preferred/strong plus)
• Strong proficiency in a Linux command-line environment for network troubleshooting
• Log review (Linux and Cisco IOS environments), and packet capture experience using tcpdump (or equivalent)
• Flexible shift availability—may include weekends, non-standard days/hours (1st, 2nd, or 3rd shift), and holidays

Responsibilities

• Provide Level 2 technical support in a fast-paced contact center environment, handling inbound customer and partner contacts via voice and digital channels
• Monitor network and system health using alerting and event-management platforms (e.g., SolarWinds, LogicMonitor, Auvik, Zabbix, etc.), respond to alarms, perform initial triage, and drive incidents to resolution or escalation
• Perform remote diagnostics, troubleshooting, and reconfiguration for cellular and wireline gateways/routers using proprietary and standard troubleshooting tools
• Troubleshoot network issues across OSI layers 1–6, including the use of Linux command-line tooling for network diagnosis (required)
• Analyze Linux logs (e.g., kernel and messages, etc.) and perform packet capture troubleshooting using tools such as tcpdump and Wireshark; document findings and recommended actions (required)
• Coordinate troubleshooting efforts with field services technicians, customers, channel partners, and internal contacts; escalation issues to senior support/leadership when appropriate
• Support vendor/customer installations of managed equipment and services
• Maintain thorough, accurate documentation of customer interactions and technical work in ticketing and related systems
• Meet performance expectations and key performance indicators (KPIs) in partnership with leadership
• Use company-supplied equipment (Windows laptop, headset, and peripherals) to perform daily work
• This is not a SaaS developer or Desktop support role.

Job description

Ventus Wireless, a Digi unit, seeks a Technical Support Specialist II to join our remote US team. You will provide Level 2 support in a fast-paced contact center, troubleshoot cellular and wireline networks, and collaborate with customers, partners, and field technicians.

Candidates need Linux command-line proficiency, TCPdump/Wireshark experience, and a willingness to work flexible shifts, including weekends or holidays.