Technical Support I

INDUSTRIAL NETWORKING SOLUTIONS•Richardson, TX

1d•$70,000 - $80,000•Onsite

About The Position

Level 1 Technical Support is the initial point of contact for customers seeking assistance with routers and wireless networking solutions. This entry-level role focuses on basic troubleshooting, issue triage, and customer service. It serves as the foundation for growth into more advanced technical support roles.

Requirements

Bachelor’s degree in information technology, computer science, or relevant field or may substitute education for relevant work experience
1–2 year of professional experience in technical support, help desk, or a customer service environment with a technical component
Basic knowledge of computer networking, including IP addressing, LAN/WAN, and DNS
Familiarity with mobile and wireless communication technologies (e.g., 4G-LTE, 5G, Wi-Fi)
Must be legally authorized to work in the United States
Must be able to pass a criminal background check and drug screening

Nice To Haves

Certification in relevant technologies (e.g. CompTIA Network+)
Ericsson Mountaineer Program – Level 1 (Support)
Strong interpersonal and communication skills, both written and verbal
Ability to multitask and manage priorities in a fast-paced environment
Desire to learn and grow in the areas of networking, cellular technology, and router configuration
Professional, patient, and customer-centric attitude

Responsibilities

Respond promptly to customer inquiries via phone, email, and ticketing system.
Gather relevant information from customers to accurately document reported issues.
Provide basic troubleshooting for hardware, connectivity, and configuration issues.
Conduct RMA evaluation on hardware.
Walk customers through simple setup and configuration procedures.
Monitor and follow up on open support tickets to ensure timely resolution.
Escalate more complex or unresolved issues to Level 2 support, providing clear documentation and background information.
Work directly with product vendors as needed to escalate product-specific issues or receive advanced support.
Assist in testing devices and configurations internally as part of troubleshooting or training.
Maintain accurate logs of support interactions and resolutions for knowledge-sharing purposes.
Participate in team meetings, training sessions, and product knowledge development activities.
Demonstrate a strong commitment to delivering excellent customer service and support.