Tier 2 NOC Support Engineer

About the Role

National Wi-Fi is a managed WiFi and VoIP service provider supporting nearly 1,000 residential and commercial properties — including bulk all-inclusive communities, subscription apartment complexes, amenity-only deployments, and business VoIP customers.

This is not a phone queue job, although inbound/outbound calls are required. Our AI agent platform handles inbound calls and initial triage. As a Tier 2 NOC Support Engineer, you will focus exclusively on diagnosing, troubleshooting, and resolving issues end-to-end — primarily through callbacks and ticket-driven workflows. You own issues from intake to resolution, and you work independently without a Tier 1 buffer layer beneath you.

This is a hands-on technical role requiring deep experience with WiFi access systems, routing, switching, VoIP, and ISP coordination. You must be able to communicate clearly with both technical and non-technical stakeholders including customers, property managers, ISPs, and field technicians.

What You'll Do

• Respond to AI-escalated callbacks and ticket queues; perform full diagnostic workup and resolve issues to completion without escalation in the majority of cases
• Remotely troubleshoot and configure WiFi access points and controllers: Ubiquiti UniFi, TP-Link Omada, and Ruckus platforms — firmware, RF settings, SSID configuration, RADIUS, captive portal, and client isolation
• Troubleshoot and configure MikroTik routers and switches: IP addressing, VLAN configuration, firewall rules, NAT, routing protocols (OSPF/BGP basics), and QoS
• Diagnose connectivity issues across Layer 1 (physical/cabling), Layer 2 (switching, VLANs), and Layer 3 (routing, DHCP, DNS)
• Coordinate with ISPs to open trouble tickets, escalate circuit issues, and bridge troubleshooting calls on behalf of customers
• Support and troubleshoot hosted VoIP on FusionPBX: extension provisioning, inbound/outbound route troubleshooting, trunk issues, call quality diagnostics, and Grandstream device configuration
• Monitor and respond to network monitoring alerts; determine root cause and initiate appropriate response
• Support field installation technicians remotely: guide configurations, validate connectivity post-install, assist with escalated on-site issues
• Document all work thoroughly in the ticketing system; contribute to runbooks and the internal knowledge base
• Participate in the on-call rotation for overnight high-severity outage response (response-only — not full overnight shifts)

Required Skills & Experience

WiFi & Access Points

• 3+ years hands-on experience with Ubiquiti UniFi: controller management, AP provisioning, site configuration, RADIUS integration, and troubleshooting
• Working knowledge of TP-Link Omada and/or Ruckus Unleashed, SmartZone, or RuckusOne
• Understanding of RF fundamentals: channel planning, interference, signal strength, and roaming behavior

Routing & Switching

• Proficiency in MikroTik RouterOS: Winbox/WebFig, firewall configuration, NAT/masquerade, VLAN configuration, static and dynamic routing
• Strong TCP/IP fundamentals: subnetting, DHCP, DNS, NAT, VLANs, spanning tree
• Experience with managed switches including trunk/access port configuration

VoIP

• Familiarity with SIP-based VoIP systems; FusionPBX or FreePBX experience strongly preferred
• Ability to diagnose call quality issues (jitter, latency, packet loss) and configure Grandstream, Yealink, or similar endpoints

ISP & Circuit Troubleshooting

• Experience working with ISP support teams to open, escalate, and manage circuit trouble tickets
• Ability to differentiate last-mile, CPE, and internal network issues

General

• Proficiency with ticketing systems and CRM/billing platforms
• Excellent written and verbal communication — able to explain technical issues clearly to non-technical customers and property managers
• Self-directed; capable of managing an open ticket queue with minimal supervision
• Comfortable working fully remote via phone, ticketing system, chat, and email

Nice to Have

• Ubiquiti certifications: UEWA or higher
• MikroTik certifications: MTCNA or MTCRE
• CompTIA Network+ or equivalent
• Experience supporting managed WiFi in multi-dwelling unit (MDU) or multi-tenant environments
• Background in MSP or ISP operations
• Experience with network monitoring tools: Zabbix, LibreNMS, PRTG, SolarWinds, or similar

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off

Work Location: Remote