Tier 1 Support Associate (Broadband Analyst)

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 :

What We’re Looking For :

Qualifications :

Education or Experience

Perks of Acumera

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

Requirements :