Network Support Specialist (Tier II)

Job Summary
Provides advanced remote Tier II technical support for complex network and connectivity issues escalated from Tier I. Troubleshoots switches, routers, wireless access points, VLANs, IP connectivity, DHCP, DNS, and other network equipment. Supports Tier I teams and field technicians remotely while collaborating with Network Operations and Engineering to resolve outages and infrastructure issues. Fully remote position with no routine onsite work.
Hours: Monday through Friday 8:00 AM to 5:00 PM (CT) with an hour unpaid break
Location: Remote
Duties & Responsibilities
Responsibilities Summary
Troubleshoot and resolve complex network, connectivity, wireless, and equipment issues.
Configure and manage switches, routers, access points, VLANs, and network infrastructure remotely.
Diagnose IP, DHCP, DNS, TCP/IP, and Layer 2/3 connectivity issues using network monitoring and diagnostic tools.
Provide remote guidance to field technicians during installations, outages, and physical troubleshooting.
Manage support tickets, prioritize incidents, document resolutions, and escalate complex issues to Tier III/Engineering.
Support network maintenance, upgrades, equipment replacements, and service restoration.
Participate in after-hours on-call and emergency outage support.
Use AI tools to assist with troubleshooting, log analysis, research, and solution development.
Identify recurring issues and recommend improvements to network processes and documentation.
Maintain clear communication with customers, field teams, and internal technical teams.
Education & Experience
Education: High school diploma or equivalent required; Associate degree in Networking, Information Technology, or related field preferred.
Experience: Approximately 2 to 4 years of network/technical support or ISP-related experience preferred.
Hands-on Skills: Experience configuring and troubleshooting managed switches, wireless access points, routers, and network infrastructure required.
Industry Background: Experience supporting multi-dwelling units (MDUs), hospitality environments, MSPs, NOCs, or internet service providers preferred.
Certifications: Technical certifications such as CompTIA Network+, CCNA, or equivalent experience preferred.
Independent Contractor Perks
Permanent work from home
Immediate hiring
Health Insurance Coverage for eligible locations (for full-time roles only)
Note
Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

Work arrangement
Yes