Job DetailsJob Location: Richardson, TX 75082Education Level: 4 Year DegreeSalary Range: $70,000.00 - $80,000.00 SalaryTravel Percentage: NegligibleJob Category: Professional ServicesTechnical Support I Job Description Level 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 & Responsibilities: Respond 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 support Required Qualifications: Education: Bachelor’s degree in information technology, computer science, or relevant field or may substitute education for relevant work experience Experience: 1–2 year of professional experience in technical support, help desk, or a customer service environment with a technical component Basic knowledge of computer networking, including IP addressing, LAN/WAN, and DNS Familiarity with mobile and wireless communication technologies (e.g., 4G-LTE, 5G, Wi-Fi) Technical Certifications: Certification in relevant technologies (e.g. CompTIA Network+) is desired Ericsson Mountaineer Program – Level 1 (Support) Interpersonal & Organizational Skills: Strong interpersonal and communication skills, both written and verbal Ability to multitask and manage priorities in a fast-paced environment Desire to learn and grow in the areas of networking, cellular technology, and router configuration Professional, patient, and customer-centric attitude Physical & Environmental Requirements: Position is primarily performed in a professional office environment Must be able to sit or stand for extended periods and use standard office equipment Additional Requirements: Must be legally authorized to work in the United States Must be able to pass a criminal background check and drug screening Location: INS HQ – Richardson, TX (Dallas-Fort Worth Metro Area) EEO Statement: Industrial 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. Qualifications

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