Technical Support I

Job Description

Level 1 Technical Support is the initial point of contact for customers seeking assistance with routers and wireless networking solutions. This entry-level role focuses on basic troubleshooting, issue triage, and customer service. It serves as the foundation for growth into more advanced technical support roles.

Duties & Responsibilities

• Respond promptly to customer inquiries via phone, email, and ticketing system.
• Gather relevant information from customers to accurately document reported issues.
• Provide basic troubleshooting for hardware, connectivity, and configuration issues.
• Conduct RMA evaluation on hardware.
• Walk customers through simple setup and configuration procedures.
• Monitor and follow up on open support tickets to ensure timely resolution.
• Escalate more complex or unresolved issues to Level 2 support, providing clear documentation and background information.
• Work directly with product vendors as needed to escalate product-specific issues or receive advanced support.
• Assist in testing devices and configurations internally as part of troubleshooting or training.
• Maintain accurate logs of support interactions and resolutions for knowledge-sharing purposes.
• Participate in team meetings, training sessions, and product knowledge development activities.
• Demonstrate a strong commitment to delivering excellent customer service and support
  
  

Required Qualifications

Education:

• Bachelor’s degree in information technology, computer science, or relevant field or may substitute education for relevant work experience
  
  

Experience

• 1–2 year of professional experience in technical support, help desk, or a customer service environment with a technical component
• Basic knowledge of computer networking, including IP addressing, LAN/WAN, and DNS
• Familiarity with mobile and wireless communication technologies (e.g., 4G-LTE, 5G, Wi-Fi)
  
  

Technical Certifications

• Certification in relevant technologies (e.g. CompTIA Network ) is desired
• Ericsson Mountaineer Program – Level 1 (Support)
  
  

Interpersonal & Organizational Skills

• Strong interpersonal and communication skills, both written and verbal
• Ability to multitask and manage priorities in a fast-paced environment
• Desire to learn and grow in the areas of networking, cellular technology, and router configuration
• Professional, patient, and customer-centric attitude
  
  

Physical & Environmental Requirements

• Position is primarily performed in a professional office environment
• Must be able to sit or stand for extended periods and use standard office equipment
  
  

Additional Requirements

• Must be legally authorized to work in the United States
• Must be able to pass a criminal background check and drug screening
  
  

Location:

• INS HQ – Richardson, TX (Dallas-Fort Worth Metro Area)
  
  

EEO Statement

• Industrial Networking Solutions (INS) is proud to be an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees. We maintain a drug-free workplace and conduct pre-employment substance abuse testing and criminal background checks.