Technical Support Specialist II
Our client, a leader in their industry, has an excellent opportunity for a Technical Support Specialist to work on a 12-month contract-to-hire. Our client engages in the ownership, operation, and development of wireless and broadcast communication tower sites in the United States, Mexico, and Brazil. They lease antenna space on multi-tenant communications sites to wireless service providers, and radio and television broadcast companies.
The Technical Support Specialist II will be responsible for the overall performance management of wireless connectivity solutions, standards of care, and repair and maintenance. They will troubleshoot network alarms, diagnose root causes, repair and maintain network elements, maintain key performance indicators within contractual service level agreements, ensure network availability, provide event support at premier venues, provide customer support, and manage relationships with vendors, customers, and real estate owners. This is a 12-month contract-to-hire. It is a hybrid position in Cary, NC allowing for 3 days of remote work per week. The pay rate can go up to $38/hr W-2 and is commensurate with experience.
Responsibilities of the Technical Support Specialist II:

• Achieve network reliability metrics and KPIs outlined in SLAs including mean time to repair, alarm recovery, and system availability
• Identify and conduct root-cause analyses of chronic issues with support from senior team members
• Act as an owner for break/fix resolutions and manage troubleshooting activities with field fix agents including emergency restoration services vendors
• Triage, troubleshoot, and resolve network issues (e.g., distributed antenna systems, iCN/DRAN, Wi-Fi, private networks, etc.) including electrical power systems, fiber plants, networking equipment, etc.
• Provide complete, accurate, and detailed logs of troubleshooting activities in the ticketing system on a real-time basis and during handovers to other team members including support vendors
• Identify bottlenecks and escalate outage events and/or unresolved impairments that exceed prescribed timeframes
• Provide end-to-end support for all issues within defined areas of responsibility
• Integrate new assets and/or network elements into the element management system
• Maintain system integrity between installed hardware, OEM software configuration, and compatibility with network element management system
• Provide high-quality service to all customers including carriers, venue owners, and internal team members
• Collaborate with internal teams to coordinate outage responses and disaster recovery efforts

Requirements for the Technical Support Specialist II:

• Bachelor's degree in electrical engineering, computer science, or equivalent work experience
• 4 years of technical support experience, 2 of which include working directly with DAS, Wi-Fi, and IP networks
• Basic knowledge of RF performance, Internet Protocol, and network topology
• Commissioning or installation experience

Please send your MS Word resume to Ben White at
for immediate consideration.
Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.
W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
Job #: 383265