Technical Support Specialist

Our client is a highly personalized telephony and network solutions provider serving Quick Service Restaurant (QSR) brands. Their environment requires senior-level technical expertise, exceptional judgment, and the ability to resolve complex, multi-vendor issues across voice, data, and store network infrastructure. They are seeking a Tier 2 Technical Support Specialist who can independently diagnose, resolve, and guide field highly technical and non-technical end-users to resolve network issues.

Technical Support Specialist provides white glove and expert-level troubleshooting, configuration support, and root-cause analysis for our enterprise telephony and network stack, including PBX systems, InHand routers (inHand and Cradlepoint), DVR systems, Caller ID, LTE primary/backup internet, VOIP platforms, antennas, and local store networks.

Advanced Troubleshooting & Resolution

• Serve as the first technical specialist for voice, network, LTE, issues – which could be connection, input, output, or hardware issues.
• Troubleshoot and resolve LTE/4G/5G primary and failover internet outages, VOIP failures, SIP issues, and store phone outages.
• Diagnose and restore issues related to call forwarding, hunt groups, routing tables, NAT/firewall rules, and PBX feature configuration.
• Perform deep-dive investigations into network topology issues including VLANs, VPN tunnels, routing behavior between multiple carriers, and switch-level problems.
• Conduct full root-cause analysis and produce detailed remediation documentation.
• Exceptional communication skills working
• Exceptional team working skills
• High independent working capable of solving complex problems with little procedural guidance

System Configuration & Deployment

• Configure, install, and support PBX systems, routers (Cradlepoint, InHand), modems, antennas, and related telephony hardware.
• Perform command-line-based configuration and troubleshooting within Linux environments and router OS platforms.
• Set up and maintain secure remote tunnels
• Oversee and advise on network cabling installations, physical topology, and on-premise hardware setups.

Cross-Vendor & ISP Coordination

• Coordinate directly with ISPs, carriers, vendors, and external engineering teams to escalate, validate, and resolve service-impacting issues.
• Coordinate multi-system troubleshooting across vendor environments (ISP, PBX provider, router vendor, LTE carrier, etc.).
• Ensure accurate and timely communication during outages, degradations, or complex multi-party investigations.

Ticket Ownership & Technical Leadership

• Handle senior-level ticket management and ensure thorough documentation of steps, findings, and resolutions.
• Mentor Tier 1 and Tier 2 teams, provide technical direction, and contribute to knowledge base development.
• Evaluate recurring issues to recommend infrastructure changes, process improvements, or engineering enhancements.
• Coordinate across multiple internal departments real-time including Sales, Executive leadership, and distribution to resolve issues

Technical Requirements

• 5+ years experience working with supporting / installing on-premise hardware, routers, switches, telephony equipment, and local network infrastructure.
• 3+ years providing first-hand, real-time remote technical guidance to technicians, customers, or internal support teams.
• Expert-level knowledge of network topology, subnetting, routing, VLANs, NAT, firewalls, and ISP protocols.
• Strong Linux command-line proficiency, including CLI-based diagnostics, tunneling, SSH, and command-level network tools. Must have a working understanding and application knowledge of Asterisk.
• Advanced troubleshooting skills for VOIP, SIP, PBX configuration, and phone system behavior.
• Proven ability to troubleshoot LTE/4G/5G primary and backup internet issues including modem/antenna alignment, failover behavior, and carrier-level diagnostics.
• 5+ years senior-level ticket handling or Tier 2 / senior engineering support experience.
• Experience configuring and installing routers (Cradlepoint, InHand), PBX systems, and network cabling.
• Experience working with telco engineering teams or QSR technology environments is highly valued

Soft Skills

• Exceptional written and verbal communication skills—able to simplify complex issues for non-technical stakeholders.
• Highly independent, strong self-starter, able to operate with minimal procedural guidance.
• Excellent team collaboration, able to mentor others and maintain calm under pressure.
• Strong problem-solving mindset with a commitment to accuracy, documentation, and customer impact.

Educational Background

• Minimum expertise accepted is accredited 4 year college degree
• Additional educational experience preferred, but not required

Degrees or certifications:

• LPIC-1 / LPIC-2
• ITIL v4 Foundations
• CWNA (Certified Wireless network administrator)
• CWNP Program (CWSP or CWDP)
• Cerfified VoIP Professional
• SIP School Certified