Technical Support Specialist - Tier 1/2 (Second Shift)

Published: 6/14/2022

Technology

Job Description

Technical Support Specialist – Tier 1/2 (Second Shift)
Schedule: 4:00 PM – 1:00 AM Eastern
Location: Traverse City, MI (on-site)

Frontier is seeking a self-motivated technical support specialist with a strong work ethic to join our growing team on second shift. This role is central to extending our support coverage into the evening and overnight hours, when partners and end customers still count on fast, knowledgeable help. The right candidate focuses on customer experience, is detail oriented, and can troubleshoot networking issues independently. Because this shift has fewer team members online, you'll need sound judgment about when to resolve, when to escalate, and how to keep the day team fully informed. You'll also work with our sales team on pre-sales technical and design questions.

Responsibilities:

Provide Tier 1 and Tier 2 technical support to partners and customers
Own the support queue during your shift: monitor incoming tickets, prioritize by severity, and respond within service-level targets
Triage critical and service-down issues, resolving them directly or escalating them appropriately
Coordinate with Peplink support and engineering on escalated cases
Document case status, actions taken, and next steps clearly so day-shift team members can pick up seamlessly
Educate clients on Peplink features and benefits
Respond professionally to support tickets to resolve issues or create a clear path forward for escalation
Explain troubleshooting steps so clients feel heard and know their concern is being addressed
Bring devices online and configure them using cloud management platforms (InControl2)
Reproduce client configurations for testing and issue isolation
Create and maintain knowledge base articles, especially for recurring after-hours issues
Participate in a rotating on-call schedule

Requirements:

Availability to work 4:00 PM – 1:00 AM Eastern consistently, with occasional flexibility for on-call coverage
Ability to work on-site at our Traverse City, MI office
Proficiency troubleshooting network and routing issues
Ability to work independently and make sound decisions with limited real-time supervision
Professional written and verbal communication, presentation skills, and the ability to give step-by-step direction
A self-motivated, organized, and detail-oriented team player
Ability to manage multiple issues and shifting priorities
Integrity, ethical behavior, and respect for confidentiality
Working knowledge of Linux Command line navigation and troubleshooting
Technical certifications are not required but are a plus

Preferred Skills:

Strong understanding of telecommunications and networking (TCP/IP, DNS, LTE/5G, VPN, SD-WAN)
Peplink PCE/PCA certification
Previous experience with Peplink, Cradlepoint/Ericsson, or Sierra Wireless
Familiarity with Starlink or other satellite connectivity

Benefits:

Comprehensive health, dental, vision, and HSA benefits
Supplemental insurance options
Group term life, AD&D, and LTD
Paid time off
ESOP retirement plan
401(k)