Senior Technical Support Specialist

Insight Global is seeking a Network Technical Support Specialist to support a Telecom Client! This opportunity is based out of Cornelius, NC and will be on site. Additionally, this opportunity offers quick interviews with quick feedback, competitive rates (ranging from $55-65K based on years of expeirence) and lots of room for stability and growth as this is a direct hire opportunity with a reputable company.

Must Haves:

• Ability to work in one of the listed locations
• Ability to work on a W2 basis without sponsorship at all now or at any point in the future
• 1-3 years in a NOC, TAC, or similar technical support environment
• Experience troubleshooting network and telecom-related issues
• Background working in a client-facing role, ideally within an MSP or multi-client environment
• Hands-on experience interacting with telecom carriers and managing escalations Technical Skills (in order of priority)
• Strong understanding of networking fundamentals (connectivity, circuits, outages)
• Working knowledge of VoIP systems (administration/support level)

Preferred Skills:

• Familiarity with traditional telecom (POTS) is a plus
• Certifications such as Network or CCNA (or in progress)
• Experience mentoring others or acting as a subject matter expert
• Exposure to vendor coordination or dispatching field technicians
• Exposure to paging/intercom systems is a plus

Job Description:

• We’re seeking a Technical Support Analyst to join a growing telecom support team. This role operates in a Technical Assistance Center (TAC)/NOC-style environment, supporting enterprise customers by managing and resolving telecom and network-related issues. This is a highly visible, client-facing role focused on delivering a white-glove support experience—owning issues from start to finish, so customers don’t have to. While this is not officially a lead role, there is strong opportunity for growth into team leadership, including mentorship and supervisory responsibilities.

Responsibilities:

• Act as the primary point of contact for customer telecom and network issues
• Troubleshoot and support services such as: Internet circuits (e.g., broadband, fiber, DSL), VoIP systems, Traditional telecom (POTS) and related infrastructure
• Open, manage, and escalate tickets with telecom carriers
• Own issues end-to-end, ensuring timely resolution and clear communication
• Coordinate with carriers, vendors, and field technicians to resolve incidents
• Source and manage third-party (“smart hands”) technicians when needed
• Provide proactive updates and maintain strong customer relationships
• Collaborate with internal team members and step in to guide or support peers when needed.