Job Title: Tier 2 Support Specialist
Department: Network Operations / Technical Services
Reports to: Tier 2 NOC Supervisor
FLSA: Non-Exempt
Hours: Monday through Friday 8:00 AM to 5:00 PM (CT), with rotating after-hours and on-call coverage to support continuous NOC operations
Location: Orange Beach, Alabama
Job Summary:
The Tier 2 Support Specialist is responsible for advanced troubleshooting and resolution of customer network and connectivity issues escalated from Tier 1 support. This role works within the Network Operations Center (NOC) to diagnose and resolve complex issues involving access points, switches, routers, and IDF/MDF infrastructure across SecureVision’s bulk MDU resort properties. The position partners closely with field technicians during installs, service calls, and outage response, and serves as a key escalation resource for Tier 1 staff.
Duties/Responsibilities:
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Advanced Technical Troubleshooting:
o Diagnose and resolve escalated network issues involving access points, switches, routers, and customer premises equipment.
o Troubleshoot connectivity, throughput, Wi-Fi performance, VLAN, and IDF/MDF-related issues.
o Perform remote diagnostics using monitoring and management tools.
o Document root cause and resolution steps for each escalation.
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Customer Issue Resolution:
o Take ownership of escalated tickets from Tier 1 and drive them through to resolution.
o Communicate clearly and professionally with residents, property staff, and internal teams.
o Provide timely status updates throughout the troubleshooting process.
o Maintain service performance and quality standards on every interaction.
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Field Technician Coordination:
o Provide remote support to field technicians during installs, service calls, and outages.
o Assist with diagnosing and resolving field equipment issues in real time.
o Coordinate with field staff to validate fixes and confirm service restoration.
o Participate in onsite troubleshooting when required, including major outages or complex customer issues.
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Ticket and Escalation Management:
o Manage assigned ticket queue and prioritize based on severity and SLA.
o Escalate issues beyond Tier 2 scope to the Tier 2 NOC Supervisor or Tier 3 resources promptly and with complete documentation.
o Maintain accurate, detailed notes in the ticketing system from initial intake through closure.
o Identify recurring issues and recommend process or knowledge-base improvements.
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Network Maintenance Support:
o Participate in scheduled maintenance windows, including after-hours work as needed.
o Execute assigned maintenance tasks and verify completion against the change plan.
o Confirm network stability and service health following maintenance activity.
o Report any anomalies or unexpected behavior to the supervisor immediately.
Required Skills/Abilities:
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Strong network troubleshooting skills, including hands-on experience with switches, access points, and routers.
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Working knowledge of TCP/IP, VLANs, DHCP, DNS, and Wi-Fi standards.
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Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical customers.
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Strong organizational skills and the ability to manage multiple tickets and priorities in a fast-paced environment.
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Experience with ticketing tools and documentation systems.
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Proficiency in Microsoft Office.
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Customer-service orientation and a collaborative team approach.
Education and Experience:
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Associate’s degree or relevant technical certifications preferred.
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2–4 years of technical or network support experience.
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Hands-on experience with switches, access points, and network infrastructure required.
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CompTIA Network+, CCNA, or equivalent certifications a plus.
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Experience in a multi-dwelling unit (MDU), hospitality, or ISP environment a plus.
Work Environment:
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Prolonged periods sitting at a desk and working on a computer.
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Fast-paced operations setting.
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On-call participation is required.
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Participates in scheduled and after-hours maintenance activity.
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Occasional travel may be required for onsite support, outage response, and customer escalation activity.
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Must be able to lift up to 25 pounds at times, including network equipment such as switches, access points, and cabling.
