Technical Support Engineer (Tier 1\2) (IRC302687)
Job Description
Education & Experience: Associate's or Bachelor’s degree in Computer Science, Network Engineering, Information Technology, or equivalent practical experience. 2–4+ years of hands-on technical support experience working with enterprise networking, cellular routers, or industrial IoT hardware.
Networking & Protocols: Strong foundation in TCP/IP networking, static/dynamic routing, subnetting, NAT, DHCP, DNS, IPsec, OpenVPN, and firewall administration.
Cellular & Wireless Systems: Solid understanding of cellular technologies (3G/4G LTE/5G, CBRS), APN setup, SIM management, antenna selection, and cellular signal metrics (RSRP, RSRQ, SINR).
Operating Systems & Diagnostic Tools: Proficiency with Linux command-line interfaces (SSH, terminal navigation), serial communications (RS-232/485), and diagnostic utilities such as Wireshark, tcpdump, and syslog.
Soft Skills & Operational Capability: Excellent verbal and written communication skills to articulate complex technical steps clearly. Proven ability to systematically troubleshoot hardware/software interactions, manage a ticketing queue under defined SLAs, and maintain detailed documentation.
Job Responsibilities
The Technical Support Engineer (Tier 1/2) provides end-to-end technical assistance for MultiTech’s portfolio of industrial cellular routers, modems, and IoT gateways, including the MultiConnect® rCell and Conduit® series. Operating as the primary and secondary technical escalation layer—excluding Tier 3 software development or core firmware engineering—this role handles everything from initial customer inquiry to complex network troubleshooting.
Responsibilities span front-line support and advanced technical diagnostics. You will assist enterprise customers, distributors, and field engineers with initial hardware setup, SIM provisioning, APN configurations, and carrier connectivity over public and private cellular networks (LTE, 5G, CBRS). At an advanced level, you will analyze system logs, perform packet captures (Wireshark), and resolve complex IP routing, IPsec/OpenVPN tunnel, firewall, and NAT configurations. Additionally, you will guide users through device provisioning via the MultiTech DeviceHQ® management platform, deploy firmware updates using the mPower™ OS, and recreate customer-reported issues in a local lab environment to determine root causes before escalating genuine defects.
Department/Project Description
Partner is one of the leaders in design, development and manufacturing data communications equipment for the industrial Internet of Things — connecting physical assets to business processes to deliver enhanced value.