Technical Support Representative III
$58,240–$62,400 year
On-site · La Porte, Indiana, United States
Job Summary
Tier 3 Technical Support Representative leading enterprise incident resolution, RCA, and cross-functional collaboration. Serves as highest escalation point for complex, high-impact issues for enterprise customers; drives end-to-end incident resolution, diagnosis, mitigation, RCA, and prevention. Manages enterprise incident response, coordinates across Network Operations, Engineering, and Field teams; provides real-time updates and maintains accountability for escalations and customer satisfaction. Mentors Tier 1-2 agents, documents RCAs and runbooks, and contributes to automation, tooling improvements, and workflow optimization. Skills include LAN/WAN networking, TCP/IP, DNS/DHCP, fiber and fixed wireless, VoIP (SIP, QoS), advanced Wi-Fi (mesh networks), network diagnostics with tools like PingPlotter, and strong communication abilities for technical and non-technical stakeholders.
Required Qualifications
- High School diploma or equivalent required
- 3+ years of experience in technical support, networking, or ISP environments, including Tier 2/3 support
- Deep understanding of LAN/WAN networking, TCP/IP, DNS, DHCP
- Fiber and fixed wireless technologies
- VoIP systems (SIP, call quality troubleshooting)
- Advanced Wi-Fi systems (including mesh networks)
- Experience with packet analysis tools (e.g., PingPlotter) and network diagnostics
- Experience with ticketing systems, CRM platforms, and monitoring tools
- Ability to leverage logs, metrics, and telemetry for troubleshooting and RCA
- Exceptional analytical and troubleshooting skills with a methodical approach
- Ability to lead complex incident resolution under pressure
- Strong decision-making skills with minimal supervision
- Excellent verbal and written communication skills
- Ability to communicate complex technical concepts to both technical and non-technical stakeholders
- Strong customer-first mindset, especially for enterprise clients
- Proven ability to work cross-functionally in fast-paced environments
- Comfortable handling high-severity incidents and shifting priorities
- Self-driven with a strong sense of ownership and accountability
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.