Networking Tier 2

Support Operations
Location: Remote
Reports To: Team Lead & Operations Manager
Employment Type: Full Time

ROLE PURPOSE

The Networking Support Specialist is responsible for supporting and maintaining customer network environments across restaurant technology systems.
This role focuses on configuring, monitoring, troubleshooting, and escalating network related issues while helping ensure stable performance across routers, switches, POS systems, and other connected hardware. This person will work closely with customers, vendors, and internal teams to resolve issues efficiently and maintain accurate documentation of network setups and changes.

PRIMARY FUNCTION

Support and maintain customer network environments
Gather complete and accurate technical information during intake
Troubleshoot and resolve networking issues within scope
Triage and prioritize based on urgency and business impact
Escalate internally or to vendors with full documentation when required
Maintain network documentation and cabling records
Follow up with customers and vendors to drive resolution
Monitor network performance and surface recurring issues

Networking specialists are responsible for maintaining stable customer environments and ensuring networking issues are resolved, documented, or escalated with clarity and accuracy.

KEY RESPONSIBILITIES

Network Support & Issue Intake

Serve as a support resource for inbound networking related issues across customer environments
Capture critical details including impacted devices, affected systems, symptoms, troubleshooting performed, and urgency
Document all findings, actions taken, and next steps thoroughly in the ticketing system
Set clear expectations with customers regarding resolution steps, follow up, and escalation timelines

Network Configuration & Hardware Support

Install, configure, and maintain network equipment including routers, switches, access points, POS related network hardware, and other connected devices
Support customer environments with setup, replacement, and ongoing maintenance of networking hardware
Assist with physical hardware troubleshooting as it relates to connectivity and network performance
Ensure equipment is configured according to company and customer standards

Network Monitoring, Troubleshooting & Escalation

Resolve networking issues using established workflows, troubleshooting tools, and technical expertise, including:

LAN and WAN connectivity issues
Router, switch, and access point troubleshooting
VLAN, subnetting, and IP related issues
POS connectivity and network communication failures
Cabling and physical layer troubleshooting
Vendor coordination and escalation for advanced networking problems

Attempt timely resolution whenever possible while maintaining quality, accuracy, and proper escalation judgment.

Documentation & Network Records

Prepare and maintain accurate documentation for network configurations, device inventories, and cabling layouts
Update internal documentation as network changes are made or new information becomes available
Ensure escalations and handoffs include complete technical context for efficient follow through
Maintain organized records that support troubleshooting, onboarding, and long term customer support

Customer & Vendor Communication

Communicate clearly, calmly, and professionally with customers, vendors, and internal teams
Follow up by phone, email, or web chat to provide updates and move issues toward resolution
Coordinate with third party vendors when additional support or access is needed
Build trust with customers through clear communication, technical confidence, and dependable follow through

System Performance & Support Standards

Monitor customer networks to identify issues, improve performance, and support overall system stability
Proactively surface recurring issues, risks, or opportunities for improvement
Maintain strong ticket hygiene and ownership of open networking issues
Support team standards for response times, documentation quality, and escalation readiness

WHAT SUCCESS LOOKS LIKE

Clear, complete networking tickets with minimal rework
Accurate troubleshooting and timely escalation of network issues
Stable and reliable network performance across supported environments
Network hardware is installed and configured correctly
Customers feel confident in the support provided
Escalations are clear and require no additional

Networking Tier 2 at Tendril