Benefits:

• Employee discounts
• Health insurance
• Paid time off
• Training & development
• Vision insurance
• 401(k) matching
• Competitive salary
• Dental insurance

About the Role:

CTS (COM HOME NETWORK SOLUTIONS LLC) is looking for a skilled Tier 2 Technical Support specialist to join our growing team in Frisco, TX. This is your opportunity to tackle complex technical challenges, deliver exceptional customer solutions, and be a key player in a fast-paced, technology-driven environment. If you thrive on problem-solving and love helping people, we want to hear from you!

Responsibilities:

• Provide advanced Tier 2 technical support by diagnosing and resolving escalated hardware, software, and network issues
• Troubleshoot home network configurations, connectivity problems, and equipment failures
• Serve as an escalation point from Tier 1 support, ensuring timely and effective resolution of complex tickets
• Document technical issues, resolutions, and procedures in the ticketing system to maintain accurate records
• Collaborate with Tier 3 engineers and internal teams to resolve high-priority or recurring technical issues
• Communicate clearly with customers to explain technical solutions in a user-friendly manner
• Monitor network performance and proactively identify potential issues before they impact customers

Requirements:

• 2+ years of experience in a technical support or network support role, preferably Tier 2 or above
• Strong knowledge of home networking technologies including routers, modems, Wi-Fi, and TCP/IP protocols
• Experience with ticketing systems and documenting technical resolutions
• Familiarity with ISP infrastructure, DHCP, DNS, and VoIP technologies is a plus
• Excellent troubleshooting, analytical, and critical-thinking skills
• Strong verbal and written communication skills with a customer-first mindset
• Ability to work independently and manage multiple priorities in a fast-paced environment

About Us:

CTS (COM HOME NETWORK SOLUTIONS LLC) is a trusted provider of home network solutions, dedicated to keeping customers connected with reliable, high-performance technology. Our customers choose us for our expertise, responsiveness, and commitment to delivering seamless connectivity experiences. At CTS, our team enjoys a collaborative work culture where technical growth is encouraged and every team member's contribution makes a real impact.

Compensation: $65,000.00 - $75,000.00 per year

Veteran Owned Technology Company

CTS was formed in 2012 as a team of skilled IT professionals & consultants with the goal of helping businesses gain the competitive edge using advanced technology solutions — maximizing efficiency and improving their bottom line.

Headquartered in Frisco, TX — we provide services to organizations nationwide.

With us there is “no one size fits all” approach, our services are tailored to fit specific business goals backed by award winning industry expertise and knowledge.