Tier 2 Technical Support

CTS (COM HOME NETWORK SOLUTIONS LLC); Frisco (TX); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Employee discounts

Health insurance

Paid time off

Training & development

Vision insurance

401(k) matching

Competitive salary

Dental insurance

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

Troubleshooting

Customer service

Network knowledge

Tools

Ticketing system

Job description

Benefits:

• Employee discounts


• Health insurance


• Paid time off


• Training & development


• Vision insurance


• 401(k) matching


• Competitive salary


• Dental insurance

About the Role:

CTS (COM HOME NETWORK SOLUTIONS LLC) is looking for a skilled Tier 2 Technical Support specialist to join our growing team in Frisco, TX. This is your opportunity to tackle complex technical challenges, deliver exceptional customer solutions, and be a key player in a fast-paced, technology-driven environment. If you thrive on problem-solving and love helping people, we want to hear from you!

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

Requirements:

• 2+ years of experience in a technical support or network support role, preferably Tier 2 or above


• Strong knowledge of home networking technologies including routers, modems, Wi-Fi, and TCP/IP protocols


• Experience with ticketing systems and documenting technical resolutions


• Familiarity with ISP infrastructure, DHCP, DNS, and VoIP technologies is a plus


• Excellent troubleshooting, analytical, and critical-thinking skills


• Strong verbal and written communication skills with a customer-first mindset


• Ability to work independently and manage multiple priorities in a fast-paced environment

About Us:

CTS (COM HOME NETWORK SOLUTIONS LLC) is a trusted provider of home network solutions, dedicated to keeping customers connected with reliable, high-performance technology. Our customers choose us for our expertise, responsiveness, and commitment to delivering seamless connectivity experiences. At CTS, our team enjoys a collaborative work culture where technical growth is encouraged and every team member's contribution makes a real impact.