Network Support Specialist (Part-Time)

The Looma Project

2h•$22

About The Position

Looma is hiring a part-time Network Support Specialist (W-2) to assist in supporting and maintaining our nationwide network of digital tablet displays installed in major retail environments. This role is a flex/coverage-based position, designed to help fill occasional open shifts within our Network Support team. This is an ideal role for someone who enjoys technical troubleshooting, strong documentation, and supporting a large-scale network of devices across major retail partners.

Requirements

Must be able to work as a W-2 employee (this is not a contractor or 1099 role)
Experience supporting or troubleshooting digital technology in a help desk, IT support, or technical support environment (tablets, kiosks, POS systems, digital signage, or similar devices)
Strong ability to write clear and detailed technical documentation
Comfortable answering and managing support phone calls during assigned shifts
Proficiency with Google Workspace (Drive, Calendar, Sheets)
Comfortable using Slack for internal communication (experience preferred)
Ability to learn and operate ticketing/call systems (Freshdesk/FreshCaller experience is a plus)

Responsibilities

Answer inbound support calls from Looma field technicians and third-party technicians
Provide real-time troubleshooting assistance for tablets, mounting hardware, power issues, and connectivity failures
Guide technicians through step-by-step troubleshooting while documenting outcomes clearly
Confirm devices return online and verify successful resolution
Monitor device status and respond to urgent outages or escalations
Create, update, and maintain support tickets in our ticketing system
Add highly detailed notes for every call, check-in, and troubleshooting attempt so the next technician can clearly follow the ticket history
Merge related tickets, emails, messages, and photos into parent tickets when needed
Update ticket statuses promptly after technicians check out
Close resolved tickets and complete the issue and resolution documentation accurately
Ensure all calls are properly tagged and attributed to the correct ticket
Maintain active availability during shifts through our call platform
Communicate clearly and professionally with technicians, vendors, and Looma internal teams via Slack and email
Review open support queues and triage unresolved requests
Monitor and respond to voicemails as quickly as possible
Escalate retailer voicemails to leadership when required
Coordinate with the support team to ensure continuity between shifts
Review and triage open repair order requests
Assist with dispatch coordination and creation of Field Nation work orders when needed
Monitor in-flight work orders and follow up on technician updates
Ensure all required install and maintenance photos are submitted and reviewed
Support dispatch timelines based on priority and downtime requirements