Technical Support I

Job DescriptionLevel 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 & ResponsibilitiesRespond 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 supportRequired QualificationsEducation: Bachelor’s degree in information technology, computer science, or relevant field or may substitute education for relevant work experienceExperience1–2 year of professional experience in technical support, help desk, or a customer service environment with a technical componentBasic knowledge of computer networking, including IP addressing, LAN/WAN, and DNSFamiliarity with mobile and wireless communication technologies (e.g., 4G-LTE, 5G, Wi-Fi)Technical CertificationsCertification in relevant technologies (e.g. CompTIA Network+) is desiredEricsson Mountaineer Program – Level 1 (Support)Interpersonal & Organizational SkillsStrong interpersonal and communication skills, both written and verbalAbility to multitask and manage priorities in a fast-paced environmentDesire to learn and grow in the areas of networking, cellular technology, and router configurationProfessional, patient, and customer-centric attitudePhysical & Environmental RequirementsPosition is primarily performed in a professional office environment Must be able to sit or stand for extended periods and use standard office equipment Additional RequirementsMust be legally authorized to work in the United StatesMust be able to pass a criminal background check and drug screeningLocation: INS HQ – Richardson, TX (Dallas-Fort Worth Metro Area)EEO StatementIndustrial 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.