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Tier 2 Technical Support Specialist
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Volo Internet + Tech
Urbana, IL (In Person)
$42,640 Salary, Full-Time
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Job Description
Tier 2 - Technical Support Specialist At Volo Internet + Tech, our mission goes beyond reliable connectivity — we help people navigate the tech that powers their lives. As a Tier 2 Technical Support Specialist, you'll play a key role in solving complex issues, managing network configurations, coordinating internal responses, and ensuring smooth, efficient, and expert-level support. You'll step in when problems go beyond Tier 1, owning advanced troubleshooting, dispatch coordination, and backend configuration — especially across our Internet, IT, and solar services. You'll also manage tickets from start to finish, assist on-site at customer locations, and support field operations through preparation and scheduling. What You'll Do Triage incoming support requests and determine next steps for resolution Respond to and manage support ticket emails with accuracy and urgency Troubleshoot and resolve escalated issues related to internet connectivity, WiFi performance, devices, and solar equipment Configure and maintain Multi-Dwelling Units (MDUs) in UniFi, including adding and managing access points Make outbound calls to open and follow up on Problem Report tickets Provide technical guidance and resolution across MacOS, Windows, mobile devices, and home/business networks Monitor open tickets to ensure customer issues are addressed promptly and thoroughly Assist customers with billing and new sales-related inquiries. Prioritize, update, and close tickets based on urgency, scope, and customer impact Dispatch field technicians efficiently based on support needs and scheduling priorities Prepare and stage equipment for field technicians, ensuring readiness for installations and service calls Coordinate field tech schedules and communicate changes clearly to all parties Maintain detailed records of customer interactions, technical resolutions, and system updates Deliver professional, friendly support via phone, email, text, and occasional in-person interactions What You Bring Experience in technical support, IT helpdesk, or network troubleshooting Working knowledge of UniFi Controller and basic networking concepts Strong attention to detail and organizational skills, especially in managing multiple tickets and workflows Effective communication skills—both technical and customer-facing Ability to learn quickly and adapt to new tools and systems Proven ownership mentality—able to see issues through to resolution A valid driver's license Preferred Qualifications Ability to guide customers through router setup over the phone Troubleshooting proficiency with Windows, MacOS, and ChromeOS networking issues Understanding of "ping" (including small/large packets and their use cases) Experience configuring VLANs with access/trunk ports, setting management IPs, and DHCP snooping High proficiency in maintaining detailed and accurate tickets in a support system Strong familiarity with internal communication tools such as Slack Advanced use of Google Workspace applications (Docs, Sheets, Gmail, Calendar, etc.) Excellent punctuality and reliability—consistently on time and present when scheduled Basic fiber testing skills (using VFL, matching SFPs, power level testing, cleaning fiber ends) Basic wireless configuration skills (programming Ubiquiti stations and APs) Ability to install, terminate, and test phone and Ethernet wiring Perks & Benefits