Job Description
Tier 2 Network Support Engineer
Position Overview
This role provides front-line Tier 2 technical support for agent offices preparing for an ACI migration. You’ll combine network troubleshooting with customer-facing consultation, helping agents understand the migration process, validate office network readiness, and resolve network and ISP-related issues. The role also provides an opportunity to develop into additional support responsibilities, including SOP and knowledge-article development and Help Desk enablement.
What You'll Do / Key Responsibilities
- Conduct pre-migration consultations and educate agents on the ACI migration process and office network readiness.
- Perform Tier 2 troubleshooting within the network/ISP scope, including:
- VPN connectivity
- Wi-Fi
- Internet connectivity
- Routers
- Switches
- Gather office network and topology information during live agent consultation calls.
- Hand off peripheral-device issues, such as printers, scanners, and laptops, when needed.
- Own cases end-to-end in ServiceNow, including follow-up through resolution or appropriate transition.
- Deliver proactive consultations for complex or larger offices as scheduled.
- As tenure develops, grow into SOP/knowledge-article development and Help Desk enablement responsibilities.
Required Qualifications
- Solid understanding of TCP/IP, DNS, DHCP, and VPN concepts.
- Knowledge of Wi-Fi, routers, and switches.
- Comfortable troubleshooting basic Windows networking and guiding users through configuration steps.
- Strong verbal and written communication skills.
- Customer-service orientation.
- Experience with an ITSM/ticketing platform.
- Flexibility to work any assigned shift within the 7 AM–7 PM EST window.
Preferred Qualifications
- Experience with ServiceNow is preferred.
What Makes HTC A Great Place To Build Your Future
HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.
At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.
Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.
#LI-Hybrid #Hiring #LI-NS1
Numbers & Facts
| Location | Bloomington, IL |
| Job Type | Full-time, Employee |
| Industry | Computer/IT Services |
| Company Size | 1,000 to 1,499 employees |
| Year Founded | 1990 |
| Website | https://www.htcinc.com/ |
About Company
Shaping careers since 1990 - our long tenured employees are a testimony of the work culture. Join our global employee base of 12,000 and help us bring human expertise to tech in order to deliver purposeful solutions that amplify value.
Skills
- Communication Skillsunmatched
- Customer Relationsunmatched
- Customer Support/Serviceunmatched
- DHCP (Dynamic Host Configuration Protocol)unmatched
- DNS (Domain Name System)unmatched
- Document Scannersunmatched
- Emerging Technologyunmatched
- Follow Throughunmatched
- Help Deskunmatched
- IT Service Management (ITSM)unmatched
- Internet Service Providersunmatched
- Laptop PCunmatched
- Microsoft Windows System Administrationunmatched
- Network Administration/Managementunmatched
- Network Architecture/Engineeringunmatched
- Network Routersunmatched
- Network Supportunmatched
- Network Switchingunmatched
- Network Topologyunmatched
- Peripheral Hardwareunmatched
- Presentation/Verbal Skillsunmatched
- Printersunmatched
- ServiceNowunmatched
- Standard Operating Procedures (SOP)unmatched
- TCP/IP (Transmission Control Protocol/Internet Protocol)unmatched
- Technical Supportunmatched
- VPN (Virtual Private Network)unmatched
- Wi-Fiunmatched
- Writing Skillsunmatched
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