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Tier 1 Support Associate (Broadband Analyst)

Tier 1 Support Associate (Broadband Analyst)

Scale Computing INCAustin, TX, US
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Job Description

Job Description

Description : Who We Are

Acumera is now Scale Computing! Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide.

Job Overview

The Tier 1 Support Associate is an entry-level technical support role within Scale Computing’s Broadband team. The position focuses on triaging support tickets, performing basic troubleshooting, and escalating issues as needed. You’ll collaborate with both customers and internal teams to ensure quick and effective resolution of broadband-related incidents. This role is ideal for individuals who are eager to grow in IT support, network operations, or telecommunications.

Responsibilities :

  • Monitor and triage incoming support tickets related to broadband connectivity and WAN failover events
  • Perform basic troubleshooting : check equipment status, power, cabling, and initiate modem / firewall reboots
  • Contact Internet Service Providers (ISPs) to schedule dispatches or equipment replacements
  • Escalate unresolved issues to Tier 2 or Engineering teams with clear documentation
  • Assist with routine maintenance tasks such as firmware or app updates
  • Document troubleshooting steps and contribute to internal knowledge base updates
  • Collaborate with teammates and other departments on cross-functional projects

What This Role Does Not Include :

  • Advanced network engineering or firewall configuration
  • Software development or scripting tasks
  • Infrastructure planning or system architecture decisions (handled by Tier 2+ and Engineering teams)

    • What We’re Looking For :

  • A customer-first mindset with strong communication skills (written and verbal)
  • A willingness to learn and grow in networking and IT support
  • Interest in troubleshooting concepts like DNS, IP addressing, and VPNs
  • Ability to multitask, prioritize, and stay organized
  • Team-oriented with a proactive and detail-focused approach

    • Qualifications :

  • 1+ year of experience in a customer support role (technical support preferred)
  • High school diploma or equivalent required
  • Coursework or experience in IT / networking is a plus
  • Must be able to work onsite at our Central Austin office at least 3 days per week

    • Education or Experience

  • High School diploma (or equivalent) required

    • Perks of Acumera

  • Health benefits start on first of the month following date of hire
  • 401(k), FSA, HSA
  • Casual dress code
  • Fully stocked kitchen
  • Vibrant and Inclusive Workplace Atmosphere
  • Paid company holidays
  • Discretionary time off policy
  • Central Austin location with free parking
  • Flexible work environment and an opportunity to grow as we grow.

    • Scale Computing is an equal-opportunity employer. The final candidates will be subject to a pre-employment background check

    Requirements :

  • Compensation : $18.75 per hour
  • Location : Austin
  • Nice to Have : Bilingual in Spanish / French
  • Nice to Have : Experience with Fortinet, Meraki
  • Prior Customer Service Experience : Highly valued, even if not directly related to tech
  • Certifications : CompTIA certifications preferred
  • Team Dynamic : Supportive, collaborative, fast-paced environment
  • Shift Options : 6 am-3 pm or 12 pm-9 pm, Sun-Thurs and Tues-Sat
  • Comfort : Ability to sit for long periods
  • Call Volume : Expectation of handling 20-30 calls a day
  • Learning : Ability to absorb a lot of information quickly
  • Resource Utilization : Utilize provided resources and eager to acquire knowledge
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