Level 2 Technical Support 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.
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.
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.
