ACI Support Engineer (Onsite)

Tier 2 Network Support Engineer Overview / Summary The Tier 2 Network Support Engineer provides pre-migration consultation, readiness validation, and network/ISP troubleshooting for agent offices while maintaining full case ownership in ServiceNow. This role serves as the entry point into the ACI Support Engineer track and supports agent offices through consultation, troubleshooting, case management, and migration readiness activities. Key Responsibilities Conduct pre-migration consultations and educate agents on the ACI migration process and office network readiness. Perform Tier 2 troubleshooting within the network/ISP scope, including: VPN connectivity Wi-Fi Internet connectivity Routers Switches Gather office network and topology information during agent consultation calls. Transition peripheral device issues, including printers, scanners, and laptops, to the appropriate support team once the network path has been confirmed. Escalate deeper infrastructure issues to VPN, Network, or Migration teams as appropriate. Own ServiceNow cases end-to-end, including follow-up through resolution or transition. Deliver proactive consultations for complex or larger offices as scheduled. Required Qualifications Solid understanding of: TCP/IP DNS DHCP VPN concepts Wi-Fi Routers Switches Comfortable troubleshooting basic Windows networking issues. Ability to guide non-technical users through configuration steps. Strong verbal and written communication skills. Customer-service orientation when supporting non-technical and potentially frustrated end users. Experience with an ITSM/ticketing platform (ServiceNow preferred). Ability to work assigned shift hours, including offshore night shifts supporting the 7:00 AM to 7:00 PM EST coverage window. Preferred Certifications CompTIA Network+ CCNA (or actively pursuing) What Makes HTC A Great Place To Build Your Future HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies. At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks. Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected. #LI-Onsite