Technical Support Engineer II

Paycom; Richardson (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

Paycom, a leading company in managed services, is seeking a Technical Support II professional in Richardson, Texas. This role focuses on troubleshooting router and networking applications.

Responsibilities include resolving complex technical issues, participating in design discussions, and providing training sessions. A Bachelor's degree in IT or related fields, along with 2-4 years of relevant experience, is required.

Join a dynamic team and help deliver advanced solutions while ensuring high customer satisfaction.

Qualifications

• 2–4 years of experience in a technical support or networking role.
• Strong understanding of wireless technologies and cellular signal metrics.
• Hands-on experience with router configuration via GUI and CLI.

Responsibilities

• Investigate support cases and resolve hardware/software issues.
• Participate in design discussions for router configurations.
• Deliver technical training sessions and knowledge transfers.

Skills

Router configuration

Networking principles

VPNs

Wireless technologies

Cloud integration

Education

Bachelor's degree in information technology or related field

Tools

Ping

Traceroute

Packet capture

Job description

Overview

Technical Support II provides intermediate to advanced troubleshooting and technical resolution for router and networking applications. This role requires a strong grasp of networking principles and hands-on experience with VPNs, routing, and wireless technologies. Level 2 support also collaborates closely with internal engineering and sales teams to deliver solutions that meet customer requirements and contribute to advancing Managed Services programs.

Responsibilities

• Investigate support cases within SLA and resolve more complex hardware and software issues related to routers and networking.
• Analyze logs, system behavior, and error reports to isolate root causes and recommend solutions.
• Participate in design discussions to tailor router configurations to meet unique customer requirements.
• Assist in writing and reviewing technical scopes of work (SOW), proposals, and technical documentation.
• Configure advanced router features such as VPNs, port forwarding, static routes, and security policies.
• Author and maintain company knowledge sharing posts, configuration documentation, including standard operating procedures, troubleshooting guides, and FAQs.
• Deliver technical training sessions and knowledge transfers to internal staff and customers.
• Assist with device provisioning, firmware upgrades, and integration with third-party systems or customer infrastructure.
• Participate in product testing and review.
• Provide hands-on remote support using remote access tools to guide customers through troubleshooting and configuration tasks.
• Collaborate with Level 1 support and act as a mentor/resource to internal teams.
• Work directly with product vendors as needed to escalate product-specific issues or receive advanced support.
• Stay current with technological advancements, product features, and industry trends.

Qualifications

• Education: Bachelor’s degree in information technology, computer science, or relevant field or may substitute education for relevant work experience
• Experience: 2–4 years of experience in a technical support or networking role with increasing responsibility.
• Strong understanding of wireless technologies (4G LTE, 5G, Wi-Fi), including cellular signal metrics and antenna placement.
• Hands-on experience with router configuration via GUI and CLI, including VPN (IPSec, OpenVPN), VLAN, firewall rules, NAT, port forwarding, and routing protocols.
• Experience in supporting Private Cellular Network (PCN).
• Familiarity with troubleshooting tools such as ping, traceroute, packet capture, and log analysis.
• Proficient in documenting technical processes and communicating solutions to both technical and non-technical audiences.
• Able to manage multiple support cases concurrently while maintaining high customer satisfaction.
• AI or automation experience in accelerating incident resolution or support operations is a plus.

Technical Certifications

• Ericsson Mountaineer Program – Level 2 (Support)
• Peplink Certified Associate (PCA)
• CERTifications in Private Cellular Network (PCN)
• Certification in relevant technologies (e.g. CompTIA Network+ or CCNA) is desired

Physical & Environmental Requirements

• Position is primarily performed in a professional office environment
• Must be able to sit or stand for extended periods and use standard office equipment

Additional Requirements

• Occasional after-hours and weekend support may be required.
• Must be legally authorized to work in the United States
• Must be able to pass a criminal background check and drug screening

Location

INS HQ – Richardson, TX (Dallas-Fort Worth Metro Area)

EEO Statement

Industrial Networking Solutions (INS) is proud to be an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees. We maintain a drug-free workplace and conduct pre-employment substance abuse testing and criminal background checks.