Senior Tier 2 Network Support Specialist
CTS (COM HOME NETWORK SOLUTIONS LLC)
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Benefits offered by this job
Job summary
CTS (COM HOME NETWORK SOLUTIONS LLC) in Frisco, TX is seeking a skilled Tier 2 Technical Support specialist to diagnose and resolve escalated hardware, software, and network issues. Join a fast-paced team delivering reliable home connectivity solutions.
You will troubleshoot home networks, document resolutions, and collaborate with Tier 3 engineers, while communicating clearly with customers and prioritizing multiple tickets.
Qualifications
- 2+ years of experience in a technical support or network support role.
- Strong knowledge of home networking technologies including routers, modems, Wi-Fi, and TCP/IP protocols.
- Experience with ticketing systems and documenting technical resolutions.
Responsibilities
- Provide advanced Tier 2 technical support by diagnosing and resolving escalated hardware, software, and network issues
- Troubleshoot home network configurations, connectivity problems, and equipment failures
- Serve as an escalation point from Tier 1 support, ensuring timely and effective resolution of complex tickets
- Document technical issues, resolutions, and procedures in the ticketing system to maintain accurate records
- Collaborate with Tier 3 engineers and internal teams to resolve high-priority or recurring technical issues
- Communicate clearly with customers to explain technical solutions in a user-friendly manner
- Monitor network performance and proactively identify potential issues before they impact customers
Skills
Tools
Job description
CTS (COM HOME NETWORK SOLUTIONS LLC) in Frisco, TX is seeking a skilled Tier 2 Technical Support specialist to diagnose and resolve escalated hardware, software, and network issues. Join a fast-paced team delivering reliable home connectivity solutions.
You will troubleshoot home networks, document resolutions, and collaborate with Tier 3 engineers, while communicating clearly with customers and prioritizing multiple tickets.
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