Tier 2 Remote Support Technician

Structured Progress is a US-based low-voltage and technology integrator supporting security, networking, AV, and VoIP systems for commercial clients.

We are hiring a Tier 2 Remote Support Technician who can resolve escalated issues, support field technicians, maintain documentation, and assist leadership with improving internal processes and automation.

This role sits between Tier 1 and Tier 3:
You will fix real problems
You will not be a call-center agent
You will not be designing architectures alone

What You’ll Be Supporting:

Networking (Heavy Focus):
Remote configuration of new internet service
Router and access point setup (primarily Ubiquiti)
VLANs, subnets, IP addressing
Firewall rules, port forwarding, and VPN access
Primarily SonicWall and Ubiquiti

You will handle escalated issues related to:
Video Surveillance
NVR/DVR password resets
Video playback & export assistance
Mobile app setup
Troubleshooting IP camera connectivity
Understanding camera ? switch ? NVR paths

VoIP Systems:
Troubleshooting and configuration of:
3CX
OnSIP
SIP, NAT, firewall considerations
One-way audio, registration, call quality issues

Alarm Systems:
Light support only
A dedicated alarm tech handles deep alarm programming
You assist with networking-related alarm issues when needed

Additional Responsibilities (Important):
Documentation & Diagrams
Create and maintain Level 2 network diagrams, including:
As-built layouts
VLAN and subnet mapping
Firewall interface relationships
System interconnections (VoIP, cameras, NVRs)
Diagrams should be support-usable, not sales drawings

Internal Automation Support
Assist leadership (you will not be the lead) with:
Reviewing workflows
Providing real-world ticket examples
Identifying inefficiencies
Testing new automations
You act as a technical reality check for automation projects

What We’re Looking For:

Required:
3+ years in network / VoIP / systems support
Strong troubleshooting mindset (not just following scripts)

Experience with:
Firewalls (SonicWall preferred)
Ubiquiti routers & APs
IP cameras and NVRs
VoIP systems (3CX, OnSIP, or similar)

Ability to document clearly
Comfortable escalating when appropriate
Reliable internet and power

Nice to Have:
Experience supporting US clients
Familiarity with ticketing systems (Freshdesk, Zendesk, etc.)
Diagramming tools ( ---------- , L ---------- Visio)
Interest in process improvement and automation

This Role Is NOT For You If:
You only do Tier 1 password resets
You avoid documentation
You make production changes without approval
You dislike structured processes
You need constant supervision

How Success Is Measured
Issues resolved correctly (not quickly at all costs)
Quality of ticket notes and documentation
Reduced repeat i ----------
Clear diagrams that help Tier 1 and field techs
Contribution to improving internal workflows

Why Work With Structured Progress:
Stable, long-term role (not gig-based)
Clear escalation paths
Real engineering problems
Exposure to US commercial projects
Leadership that values documentation and process

HOW TO APPLY (REQUIRED – APPLICATIONS WITHOUT FULL ANSWERS WILL NOT BE REVIEWED)

Please answer ALL of the questions below directly in your application message.
Incomplete applications will be automatically rejected.

1. What hours can you consistently work?
Please include your local time and confirm overlap with US Eastern Time.

2. What is your expected monthly salary in PHP for this role?

3. A customer reports one-way audio on a VoIP call.
Briefly explain how you would troubleshoot this issue.

4. You are assisting a field technician remotely with setting up a new internet service using a Ubiquiti router and access points.
What information do you need before making configuration changes?

5. After resolving an escalated issue, what information do you document in the support ticket and/or knowledge base?

6. Have you created network or system diagrams before?
If yes, what tools did you use and what level of detail did you include?

IMPORTANT
Applications that do not clearly answer all six questions will not be reviewed.