Network Support Specialist
Remote, but successful candidate MUST live within a state in which Point Broadband Operates (AL, FL, GA, IL, KS, MD, MI, NY, OH, TN, TX, and VA)   #LI-remote

Summary:

This position is a Tier 2 Technical Support Specialist, and responsible for resolving more advanced customer connectivity issues. This role focuses on troubleshooting internet, voice, and other service problems—digging into technical diagnostics, escalating complex cases when needed, and making sure our customers are up and running as quickly as possible. This position is almost entirely technical, with limited billing or basic account work.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to the following:

• Deliver advanced troubleshooting support for internet, voice, and equipment issues.
• Work tickets escalated from Tier 1 agents, resolving service-affecting problems through root cause analysis.
• Provide Tier II support for network-related incidents, escalating complex issues to engineering teams as needed.
• Open, update, and close trouble tickets accurately to document issue resolution.
• Escalate outages and abnormal network conditions using established escalation procedures.
• Collaborate with other teams during network events to assist with customer communication and issue resolution.
• Strive for first-touch resolution on all assigned cases.
• Utilize multiple systems and tools to test equipment, verify service levels, and resolve connectivity issues.
• Respond to customers professionally via phone, chat, or email—always with a solutions-first mindset.
• Remain current on internal tools, policies, procedures, and technical standards.
• Perform other duties as needed to support service restoral or special assignments during outages.
• Other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• High school diploma or GED required, Associate’s degree in a technical field preferred.
• Previous experience supporting internet, VoIP, or networked systems preferred.
• Strong understanding of networking concepts (IP, DNS, DHCP, Wi-Fi, modem/router setup, etc.).
• Excellent diagnostic and troubleshooting skills.
• Clear, confident communication (written and verbal).
• Ability to remain calm and professional during urgent or high-pressure situations.
• Familiarity with Windows OS, Microsoft Office, and ticketing systems.
• Flexible availability—must be able to work evenings, weekends, holidays, and overtime as needed.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Regularly required to talk, hear, and communicate effectively.
• Required to use hands to type, handle objects, and paperwork.
• Required to reach and hold items at chest level or above the shoulder.
• Required to use close vision, see colors, and be able to focus.
• Ability to work beyond normal business hours, including evenings up to 9 pm, weekends, and holidays, as necessary.

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*