Tier 2 Technical Support

CTS (COM HOME NETWORK SOLUTIONS LLC) is a trusted provider of home network solutions, dedicated to keeping customers connected with reliable, high-performance technology. CTS (COM HOME NETWORK SOLUTIONS LLC) is looking for a skilled Tier 2 Technical Support specialist to join our growing team in Frisco, TX.

Benefits:

• Employee discounts
• Health insurance
• Paid time off
• Training & development
• Vision insurance
• 401(k) matching
• Competitive salary
• Dental insurance

About the Role:
CTS (COM HOME NETWORK SOLUTIONS LLC) is looking for a skilled Tier 2 Technical Support specialist to join our growing team in Frisco, TX. This is your opportunity to tackle complex technical challenges, deliver exceptional customer solutions, and be a key player in a fast-paced, technology-driven environment. If you thrive on problem-solving and love helping people, we want to hear from you!



Responsibilities:

• Provide advanced Tier 2 technical support by diagnosing and resolving escalated hardware, software, and network issues
• Troubleshoot home network configurations, connectivity problems, and equipment failures
• Serve as an escalation point from Tier 1 support, ensuring timely and effective resolution of complex tickets
• Document technical issues, resolutions, and procedures in the ticketing system to maintain accurate records
• Collaborate with Tier 3 engineers and internal teams to resolve high-priority or recurring technical issues
• Communicate clearly with customers to explain technical solutions in a user-friendly manner
• Monitor network performance and proactively identify potential issues before they impact customers

Requirements:

• 2+ years of experience in a technical support or network support role, preferably Tier 2 or above
• Strong knowledge of home networking technologies including routers, modems, Wi-Fi, and TCP/IP protocols
• Experience with ticketing systems and documenting technical resolutions
• Familiarity with ISP infrastructure, DHCP, DNS, and VoIP technologies is a plus
• Excellent troubleshooting, analytical, and critical-thinking skills
• Strong verbal and written communication skills with a customer-first mindset
• Ability to work independently and manage multiple priorities in a fast-paced environment

About Us:
CTS (COM HOME NETWORK SOLUTIONS LLC) is a trusted provider of home network solutions, dedicated to keeping customers connected with reliable, high-performance technology. Our customers choose us for our expertise, responsiveness, and commitment to delivering seamless connectivity experiences. At CTS, our team enjoys a collaborative work culture where technical growth is encouraged and every team member's contribution makes a real impact.