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ACI Support Engineer (Onsite)

HTC Global Services Inc

Bloomington, IL

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JOB DETAILS
JOB TYPE
Full-time, Employee
SKILLS
CCNA - Cisco Certified Network Associate, Case Management, Communication Skills, CompTIA Network+, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Document Scanners, Emerging Technology, Follow Through, IT Service Management (ITSM), Identify Issues, Internet Service Providers, Laptop PC, Microsoft Windows System Administration, Network Administration/Management, Network Routers, Network Support, Network Topology, Peripheral Hardware, Presentation/Verbal Skills, Printers, ServiceNow, TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Support, VPN (Virtual Private Network), Wi-Fi, Writing Skills
LOCATION
Bloomington, IL
POSTED
1 day ago

Tier 2 Network Support Engineer

Overview / Summary

The Tier 2 Network Support Engineer provides pre-migration consultation, readiness validation, and network/ISP troubleshooting for agent offices while maintaining full case ownership in ServiceNow. This role serves as the entry point into the ACI Support Engineer track and supports agent offices through consultation, troubleshooting, case management, and migration readiness activities.

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 agent consultation calls.
  • Transition peripheral device issues, including printers, scanners, and laptops, to the appropriate support team once the network path has been confirmed.
  • Escalate deeper infrastructure issues to VPN, Network, or Migration teams as appropriate.
  • Own ServiceNow cases end-to-end, including follow-up through resolution or transition.
  • Deliver proactive consultations for complex or larger offices as scheduled.

Required Qualifications

  • Solid understanding of:
    • TCP/IP
    • DNS
    • DHCP
    • VPN concepts
    • Wi-Fi
    • Routers
    • Switches
  • Comfortable troubleshooting basic Windows networking issues.
  • Ability to guide non-technical users through configuration steps.
  • Strong verbal and written communication skills.
  • Customer-service orientation when supporting non-technical and potentially frustrated end users.
  • Experience with an ITSM/ticketing platform (ServiceNow preferred).
  • Ability to work assigned shift hours, including offshore night shifts supporting the 7:00 AM to 7:00 PM EST coverage window.

Preferred Certifications

  • CompTIA Network+
  • CCNA (or actively pursuing)
 

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-Onsite 

About the Company

H

HTC Global Services Inc

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.
COMPANY SIZE
1,000 to 1,499 employees
INDUSTRY
Computer/IT Services
FOUNDED
1990
WEBSITE
https://www.htcinc.com/