Technical Support Administrator II - Technical Support Specialist II; Remote

Ventus is an entity within Digi, a Business Unit that’s an industry leader in IT networking innovations, leveraging technology to produce market-driving network solutions. Operating from over 20 years of experience and delivering secure enterprise class networks, Ventus develops cellular wireless and fixed line SD-WAN, Hybrid WAN, and Cellular WAN solutions for an expanding array of business connectivity applications.

Technical Support Specialist II

This is a 3rd shift opportunity - Monday - Friday 10p-7am EST - (Training for the first 3-6 months will be M-F 9-6 pm EST)

We provide an exciting opportunity for a dedicated professional to join our remote technical support team. You’ll leverage your network troubleshooting expertise and communication skills in a fast-paced, customer focused environment. This role not only allows flexibility of working from home but also offers a supportive and dynamic work culture. We equip you with the necessary tools, and we highly value your adaptability, attention to detail, and contribution.

Make us part of your journey today.

• Provide Level 2 technical support in a fast-paced contact center environment, handling inbound customer and partner contacts via voice and digital channels
• Monitor network and system health using alerting and event-management platforms (e.g., Solar Winds, Logic Monitor, Auvik, Zabbix, etc.), respond to alarms, perform initial triage, and drive incidents to resolution or escalation
• Perform remote diagnostics, troubleshooting, and reconfiguration for cellular and wireline gateways/routers using proprietary and standard troubleshooting tools
• Troubleshoot network issues across OSI layers 1–6, including the use of Linux command-line tooling for network diagnosis (required)
• Analyze Linux logs (e.g., kernel and messages, etc.) and perform packet capture troubleshooting using tools such as tcpdump and Wireshark; document findings and recommended actions (required)
• Coordinate troubleshooting efforts with field services technicians, customers, channel partners, and internal contacts; escalation issues to senior support/leadership when appropriate
• Support vendor/customer installations of managed equipment and services
• Maintain thorough, accurate documentation of customer interactions and technical work in ticketing and related systems
• Meet performance expectations and key performance indicators (KPIs) in partnership with leadership
• Use company-supplied equipment (Windows laptop, headset, and peripherals) to perform daily work

• 2+ years of technical support and/or call center experience in Tier I/Tier II roles (1+ year is a plus)
• Professional, customer-first approach with strong and recognized customer service and interpersonal skills
• Willing and able to leverage AI-assisted tools (e.g., for knowledge lookup, documentation, and troubleshooting support) while following company guidelines and maintaining data/privacy standards
• Excellent written and verbal communication, with strong documentation habits
• Self-starter mentality with strong ownership, follow-through, and the ability to prioritize in a shifting environment
• Detail-oriented, efficient, and capable of logical/critical thinking to isolate root cause and drive resolution
• Experience providing Level 2 (or higher) support to channel partners and resellers (preferred/strong plus)
• Required technical support experience/knowledge:
• Troubleshooting aligned to the OSI model (Physical through Presentation layers)
• IPv4 and subnetting
• Strong proficiency in a Linux command-line environment for network troubleshooting
• Log review (Linux and Cisco IOS environments), and packet capture experience using tcpdump (or equivalent)
• Linux firewalling, including the ability to view and interpret rulesets in iptables/nftables to validate allowed/blocked traffic and assist in root‑cause analysis
• NAT troubleshooting, including interpreting port forwarding behavior, and isolating common issues such as asymmetric routing
• Reliable broadband internet connection
• Flexible shift availability—may include weekends, non-standard days/hours (1st, 2nd, or 3rd shift), and…