Remote Tier 2 Network Support Specialist

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

Benefits offered by this job

Remote work

Job summary

Ventus is seeking a Technical Support Specialist II for a Remote US location. You will provide Level 2 support in a fast-paced contact center, troubleshoot networks, and perform remote diagnostics on cellular and wireline gateways.

Strong Linux skills and experience with logs/packet capture are required, along with excellent communication and collaboration with customers and partners. The role emphasizes the ability to work flexible shifts, document thoroughly, and meet KPIs while supporting a

Qualifications

• 2+ years of technical support and/or call center experience in Tier I/Tier II roles
• Strong proficiency in a Linux command-line environment for network troubleshooting
• Experience with Linux logs and packet capture tools like tcpdump or Wireshark
• Familiarity with OSI model concepts and basic network troubleshooting steps
• Excellent written and verbal communication with documentation habits

Responsibilities

• Provide Level 2 technical support in a fast-paced contact center via voice and digital channels
• Monitor network and system health using alerting platforms and drive incidents to resolution
• Perform remote diagnostics and reconfiguration for cellular and wireline gateways/routers
• Troubleshoot OSI layers 1–6 and analyze Linux logs for root cause
• Coordinate with field services, customers, and partners; escalate to senior staff when needed
• Maintain thorough documentation of customer interactions and technical work in ticketing systems

Skills

Linux

Network troubleshooting

TCP/IP

Wireshark

Customer support

Remote support

Job description

Ventus is seeking a Technical Support Specialist II for a Remote US location. You will provide Level 2 support in a fast-paced contact center, troubleshoot networks, and perform remote diagnostics on cellular and wireline gateways.

Strong Linux skills and experience with logs/packet capture are required, along with excellent communication and collaboration with customers and partners. The role emphasizes the ability to work flexible shifts, document thoroughly, and meet KPIs while supporting a