IT Support Technician - Tier 2 Field Network & Infrastructure

Tier 2 Field Network & Infrastructure Support Technician

Job Summary:

We are seeking a skilled Tier 2 Field Network & Infrastructure Support Technician to provide advanced on-site technical support for clients’ IT networking, low-voltage infrastructure, and integrated building systems. This role handles escalated issues from Tier 1 support, performing hands-on installation, configuration, troubleshooting, and maintenance of network equipment, structured cabling, IP-based paging and audio systems, and door access control systems at client sites (offices, facilities, campuses, etc.). The ideal candidate is proficient in networking fundamentals and experienced in supporting converged low-voltage systems to ensure reliable connectivity, communication, security, and operational continuity.

Key Responsibilities

• Respond to on-site service calls and deliver Tier 2 support for network, audio/paging, and access control-related incidents, escalating complex issues to Tier 3 or specialized teams when required.
• Inspect, test, troubleshoot, and repair physical cabling infrastructure (copper, fiber optic, speaker wire, access control cabling), including termination, splicing, labeling, and certification using appropriate testing tools (cable certifiers, OTDRs, tone generators).
• Configure and troubleshoot switch ports, VLANs, port security, trunking, Power over Ethernet (PoE) for powered devices, and access control lists (ACLs) on managed network switches.
• Install and maintain core network hardware including routers, switches, wireless access points, and network-attached endpoint devices.
• Deploy, configure, and troubleshoot IP-based paging and public address systems, including speakers, amplifiers, zone controllers, microphones, and integration with network audio sources for announcements, emergency notifications, and background audio.
• Install, program, and service electronic door access control systems, including card readers, biometric readers, electronic locks, door controllers, request-to-exit devices, and integration with network-based management platforms for credential management, access scheduling, and audit/event logging.
• Diagnose and resolve issues related to connectivity, audio quality, latency, access failures, or hardware faults across LAN/WAN and low-voltage systems.
• Perform site surveys, testing, and validation for network performance, audio coverage (speaker placement and zoning), and access control operation using diagnostic tools such as cable testers, network performance analyzers, and audio testing equipment.
• Support wireless network deployments, including access point placement, channel optimization, and resolution of coverage or interference issues.
• Collaborate with our users to evaluate requirements, implement tailored solutions, demonstrate system functionality, and provide guidance on best practices for network and low-voltage infrastructure.
• Document all field activities in the ticketing system, including ticket updates, configuration changes, as-built diagrams, test results, and detailed resolution notes.
• Perform preventive maintenance, firmware/software updates, battery replacements, and hardware replacements to maintain system reliability and security.
• Travel to our locations as needed, with flexibility for occasional after-hours or emergency on-call support.

Required Qualifications

• 2+ years of experience in IT/network field support, with at least 1 year in a Tier 2 or equivalent hands-on networking/low-voltage role.
• Strong knowledge of networking fundamentals (OSI model, TCP/IP, subnetting, switching, routing, PoE).
• Hands-on experience with physical cabling standards, structured cabling practices, termination techniques, and low-voltage wiring for audio and access control systems.
• Familiarity with diagnostic tools including cable certifiers, network analyzers, ping/traceroute utilities, and audio testing equipment.
• Practical experience installing and troubleshooting speakers, paging amplifiers, electronic locks, card readers, and access control hardware.
• Valid driver’s license and reliable transportation for daily field travel.
• Excellent troubleshooting skills, attention to detail, and strong customer-facing communication abilities.

Preferred Qualifications

• Industry certifications such as CompTIA Network+, CCNA, or equivalent low-voltage/installer certifications.
• Experience with IP-based audio/paging systems, intercoms, or integration with VoIP/SIP protocols.
• Knowledge of electronic access control platforms, credential management, and basic integration with related security systems.

      •     Understanding of wireless technologies, basic SD-WAN concepts, or relevant low-voltage building codes and standards.

      •     Ability to read and interpret network diagrams, floor plans, riser diagrams, and low-voltage schematics.

What We Offer

      •     Competitive salary and comprehensive benefits package.

      •     Support for professional development and certification reimbursement.

      •     Company vehicle or mileage reimbursement for field assignments.

      •     Collaborative team environment with opportunities for advancement into senior network, security, or infrastructure positions.

If you are a versatile, hands-on technician who enjoys tackling diverse field challenges—from core networking to integrated paging and secure access systems—apply today!