Tier II Support Staff

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Orange Beach, AL, US

6 days ago Requisition

Salary Range: $22.00 To $25.00 Hourly

Department:Network Operations / Technical Services

Reports to:Tier 2 NOC Supervisor

FLSA:Non-Exempt

Hours:Monday through Friday 8:00 AM to 5:00 PM (CT), with rotating after-hours and on-call coverage to support continuous NOC operations

Location:Orange Beach, Alabama

The Tier 2 Support Specialist is responsible for advanced troubleshooting and resolution of customer network and connectivity issues escalated from Tier 1 support. This role works within the Network Operations Center (NOC) to diagnose and resolve complex issues involving access points, switches, routers, and IDF/MDF infrastructure across Secure Vision’s bulk MDU resort properties. The position partners closely with field technicians during installs, service calls, and outage response, and serves as a key escalation resource for Tier 1 staff.

• Advanced Technical Troubleshooting
  • Diagnose and resolve escalated network issues involving access points, switches, routers, and customer premises equipment.
  • Troubleshoot connectivity, throughput, Wi-Fi performance, VLAN, and IDF/MDF-related issues.
  • Perform remote diagnostics using monitoring and management tools.
  • Document root cause and resolution steps for each escalation.
• Customer Issue Resolution
  • Take ownership of escalated tickets from Tier 1 and drive them through to resolution.
  • Communicate clearly and professionally with residents, property staff, and internal teams.
  • Provide timely status updates throughout the troubleshooting process.
  • Maintain service performance and quality standards on every interaction.
• Field Technician Coordination
  • Provide remote support to field technicians during installs, service calls, and outages.
  • Assist with diagnosing and resolving field equipment issues in real time.
  • Coordinate with field staff to validate fixes and confirm service restoration.
  • Participate in onsite troubleshooting when required, including major outages or complex customer issues.
• Ticket and Escalation Management
  • Manage assigned ticket queue and prioritize based on severity and SLA.
  • Escalate issues beyond Tier 2 scope to the Tier 2 NOC Supervisor or Tier 3 resources promptly and with complete documentation.
  • Maintain accurate, detailed notes in the ticketing system from initial intake through closure.
  • Identify recurring issues and recommend process or knowledge-base improvements.
• Network Maintenance Support
  • Participate in scheduled maintenance windows, including after-hours work as needed.
  • Execute assigned maintenance tasks and verify completion against the change plan.
  • Confirm network stability and service health following maintenance activity.
  • Report any anomalies or unexpected behavior to the supervisor immediately.

• Strong network troubleshooting skills, including hands-on experience with switches, access points, and routers.
• Working knowledge of TCP/IP, VLANs, DHCP, DNS, and Wi-Fi standards.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical customers.
• Strong organizational skills and the ability to manage multiple tickets and priorities in a fast-paced environment.
• Experience with ticketing tools and documentation systems.
• Proficiency in Microsoft Office.
• Customer-service orientation and a collaborative team approach.

• Associate’s degree or relevant technical certifications preferred.
• 2–4 years of technical or network support experience.
• Hands-on experience with switches, access points, and network infrastructure required.
• CompTIA Network+, CCNA, or equivalent certifications a plus.
• Experience in a multi-dwelling unit (MDU), hospitality, or ISP environment a plus.
• Prolonged periods sitting at a desk and working on a computer.
• Fast-paced operations setting.
• On-call participation is required.
• Participates in scheduled and after-hours maintenance activity.
• Occasional travel may be required for onsite support, outage response, and customer escalation activity.
• Must be able to lift up to 25 pounds at times, including network equipment such as switches, access points, and cabling.