Job Description
Job Title: Tier 2 Technical Support Location: Remote Reports to: Director of Technical Operations About Us Zentro is one of the largest independent internet service providers focused exclusively on multi-dwelling units (MDUs) in the United States. Following our recent merger with BAI Connect, Zentro now serves over 100,000 subscribers across key markets including Chicago, Los Angeles, and Detroit. We specialize in delivering bulk internet and managed Wi-Fi solutions purpose-built for apartment communities, high-rises, and mixed-use developments. Our fully owned network infrastructure, resident-first support model, and tailored technology stack enable us to offer a refreshingly different alternative to legacy providers—one rooted in simplicity, reliability, and satisfaction. Role Summary The Tier 2 Technical Support Agent provides advanced technical assistance for residential, commercial, and property-managed internet and voice services. This role serves as a critical escalation point between Tier 1 Support, the Network Operations Center (NOC), and Field Operations. The Tier 2 Agent is responsible for diagnosing complex service issues, communicating during active outages and high-impact tickets, supporting VoIP and managed Wi-Fi platforms, and collaborating effectively with internal teams and external stakeholders. --- Key Responsibilities Daily Operational Support · Monitor, manage, and troubleshoot active outages and high-priority (“hot”) tickets using Sonar · Serve as an escalation point for NOC-identified network events and collaborate with engineering teams to drive resolution · Answer inbound commercial customer and property manager calls via Genesys, providing advanced technical support and status updates · Respond to internal and external support emails through Outlook and Sonar, ensuring timely and professional communication · Assist Field Technicians with real-time troubleshooting, service activation, and validation · Handle internal department escalations through Microsoft Teams, Outlook and Sonar coordinating across Support, NOC, Engineering, and Field Operations Platform & Service Support · Provide Tier 2 support for Ruckus/Cloudpath (network onboarding, authentication, and access issues) · Diagnose and resolve VoIP service issues, including call quality, registration, and provisioning problems · Investigate service degradation, connectivity issues, and performance complaints across wired and wireless networks · Validate customer configurations, managed equipment status, and service eligibility Incident & Escalation Management · Accurately document troubleshooting steps, findings, and resolutions within Sonar · Maintain ownership of escalated tickets through resolution, ensuring proper follow-up and closure · Escalate issues to NOC or Engineering when thresholds or impact criteria are met · Provide clear, customer-friendly explanations of technical issues to non-technical stakeholders Required Skills & Qualifications · 2+ years of experience in ISP, Telecom, MSP, or NOC support · Strong understanding of: o TCP/IP, DHCP, DNS, VLANs, NAT o Wired and wireless networking concepts o VoIP fundamentals (SIP, call flows, provisioning) · Experience supporting commercial and multi-dwelling unit (MDU) environments · Proficiency with ticketing systems and communication platforms (CRM, email, chat, phone systems) · Ability to troubleshoot under pressure during outages and high-impact incidents · Strong written and verbal communication skills Preferred Qualifications · Familiarity with Sonar, Ruckus, Mikrotik, The Dude, Zabbix and/or similar ISP platforms · Experience using SSH / PuTTY to access and perform basic diagnostics on Cisco and Juniper switches · Networking certifications (A+, Network+, or equivalent) · Prior experience supporting managed Wi-Fi or bulk internet deployments Compensation $20-23/hour Health, Dental, and Vision benefits; paid vacation, sick leave, and holidays; and more great perks.