Tier 2 Technical Support Specialist

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TYPE OF WORK

Full Time

SALARY

$1000

HOURS PER WEEK

40

DATE UPDATED

Jul 9, 2025

JOB OVERVIEW

About Aerux Broadband
Aerux Broadband is a leading, locally-owned broadband provider dedicated to delivering cost-effective, high-quality internet services where others can’t or won’t. We operate like a Tier 1 provider, with our own backbone infrastructure, robust peering relationships, and unmatched customer loyalty.

Position Summary
We are looking for an experienced and highly skilled Tier 2 Technical Support Specialist who can deliver exceptional support to our residential and business customers. You will serve as an escalation point for complex technical issues, assist with advanced troubleshooting, and work closely with our engineering and field teams to ensure our customers stay connected.

Key Responsibilities
Provide advanced support for residential and business internet customers via phone, email, and remote tools

Troubleshoot and resolve issues related to:

Mikrotik, Juniper, Cambium, and Ubiquiti equipment

Fiber to the home (FTTH) installations and services

Home routers and wireless networks

Use and update CRM and ticketing systems to document interactions and resolutions accurately

Work collaboratively with field technicians and network engineers on escalations

Identify and escalate chronic or widespread network issues

Educate customers on equipment, configurations, and best practices

Assist with configuring and deploying new customer equipment as needed

Qualifications
* Fluent in English — excellent spoken and written communication skills; mastery level required
* Experience supporting or configuring Mikrotik, Juniper, Cambium, and Ubiquiti systems
* Strong understanding of Fiber to the Home (FTTH) architecture
* Solid knowledge of home router configurations and wireless troubleshooting
* Experience working with CRM and technical ticketing systems
* Excellent problem-solving skills and ability to work under pressure
* Customer-first attitude with a focus on delivering clear, patient, and friendly support
* Ability to work independently and as part of a small, dynamic team

Preferred Skills
Certifications in network engineering or vendor-specific (e.g., Mikrotik, Juniper JNCIA)

Experience with VOIP and advanced routing

Familiarity with ISP-level monitoring tools

Why Aerux Broadband?
Be part of a fast-growing, innovative broadband company

Work on advanced technologies in a hands-on environment

Opportunities for growth and continuous learning

Competitive compensation and benefits

Supportive, family-oriented team culture

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