📍 Job Overview

• Job Title: Technical Support Agent - Night
• Company: US Signal
• Location: Auburn Hills, MI
• Job Type: On-site
• Category: Technical Support
• Date Posted: June 25, 2025
• Experience Level: Entry-level to Associate (0-2 years)
• Remote Status: On-site

🚀 Role Summary

• Provide first-line technical support and troubleshooting for US Signal's network and services, including IP, networking, routing, and cloud services.
• Collaborate with customers, vendors, and internal teams to resolve complex issues and ensure service quality.
• Maintain a secure and organized data center environment, performing walkthroughs, preventative maintenance, and special projects as needed.

📝 Enhancement Note: This role requires strong analytical skills, attention to detail, and the ability to work well under pressure in a fast-paced environment. Familiarity with US Signal's products and services is essential for success in this position.

💻 Primary Responsibilities

• Customer Support: Handle incoming customer calls for trouble/technical support, creating detailed trouble tickets and providing continual status updates.
• Troubleshooting: Diagnose and resolve various levels of Ethernet and IP-related issues using remote secure session access to core, PE, and premise managed Cisco and Adtran routers, as well as Ethernet aggregation/premise devices.
• Collaboration: Work cooperatively with external vendors, partners, and LECs to sectionalize and repair network and local loop issues. Collaborate with internal US Signal departments such as Engineering and Outside Operations.
• Data Center Management: Perform escorts and remote hands for customers at the data center, process incoming deliveries, and maintain data center security through walkthroughs and preventative work based on MOPs provided by US Signal's Facilities team.
• Special Projects: Complete special projects as deemed necessary by US Signal management.

📝 Enhancement Note: This role involves multitasking and working with various teams, requiring strong organizational skills and the ability to prioritize tasks effectively.

🎓 Skills & Qualifications

Education: Technical training in IP, networking, routing, and telecommunications. A B.S. in Telecom, Computer Science/Information Systems, or Networking is preferred but not required.

Experience: Experience with Microsoft Windows and Office, familiarity with network tools (i.e., ping, trace route, nslookup, etc.), and a high potential for analytical ability and knowledge of US Signal products.

Required Skills:

• Excellent communication and customer service skills
• Strong analytical and troubleshooting skills
• Ability to multitask and work well under pressure
• Attention to detail and accuracy
• Excellent organization skills
• Ability to work well with all areas of the US Signal organization, as well as external customers and vendors

Preferred Skills:

• CCNA certification or other applicable Cisco certifications
• Experience with Cisco routers (7609, 1841, ASR 1000/9000 series) and Adtran routers (3200 series)
• Familiarity with Ethernet aggregation and premise devices (TA5000, 818, 838, etc.)
• Experience with US Signal's Cloud services

📝 Enhancement Note: While not required, obtaining relevant certifications (e.g., CCNA) can demonstrate a strong commitment to professional development and may improve career prospects within the organization.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate strong troubleshooting skills through case studies or examples of complex issues resolved.
• Showcase experience with network tools and Cisco routers, highlighting your ability to diagnose and resolve issues.
• Highlight any experience with US Signal's products or services, as this can provide a competitive advantage.

Technical Documentation:

• Provide detailed documentation of troubleshooting processes, including steps taken to resolve issues and any relevant screenshots or output.
• Include any relevant certifications or training completed, demonstrating your commitment to professional development.

📝 Enhancement Note: As this is a technical support role, a portfolio focused on troubleshooting and problem-solving skills will be most valuable. Include any positive customer feedback or testimonials to showcase your strong communication and customer service skills.

💵 Compensation & Benefits

Salary Range: $35,000 - $45,000 per year (Based on market research for entry-level technical support roles in the Michigan area)

Benefits:

• Generous paid time off policy, including vacation, sick time, and 10 paid holidays
• Competitive and comprehensive medical, dental, and vision benefits plans with Flexible Spending benefits, including medical/dental expenses and dependent care
• 401(k) retirement plan with a generous contribution
• Group Term Life Insurance covered 100% by the employer
• Wellness program to promote overall employee well-being
• Health club reimbursement
• Paid volunteer time
• Business casual dress code

Working Hours: 36 hours per week, working Sunday to Tuesday from 7 p.m. to 7 a.m. and every other Wednesday.

📝 Enhancement Note: The salary range provided is an estimate based on market research for entry-level technical support roles in the Michigan area. Actual compensation may vary based on factors such as experience, skills, and performance.

🎯 Team & Company Context

🏢 Company Culture

Industry: US Signal is a leading data center services provider, offering secure, reliable network, cloud hosting, colocation, data protection, and disaster recovery services – all powered by its expansive, robust fiber network.

Company Size: US Signal is a mid-sized company with a focus on providing high-quality services to its customers. This size allows for a more personalized work environment and the opportunity to make a significant impact on the company's success.

Founded: US Signal was founded in 1994 and has since grown to become a trusted provider of data center services.

Team Structure:

• The Technical Support team is responsible for handling customer inquiries and troubleshooting network and service issues.
• The team works closely with other internal departments, such as Engineering and Outside Operations, to resolve complex issues and ensure service quality.
• The team consists of both on-site and remote agents, with this role being on-site in Auburn Hills, MI.

Development Methodology:

• US Signal follows a structured approach to troubleshooting and issue resolution, ensuring that all possible causes are investigated and addressed.
• The company emphasizes continuous learning and improvement, encouraging employees to stay up-to-date with the latest technologies and best practices.

Company Website: www.ussignal.com

📝 Enhancement Note: US Signal's focus on customer service and quality ensures that employees have the opportunity to make a real impact on the company's success. The company's size allows for a more personalized work environment, with opportunities for growth and development.

📈 Career & Growth Analysis

Technical Support Agent Career Level: This role is an entry-level to associate position, focusing on first-line customer support and troubleshooting. The primary responsibility is to handle customer inquiries, diagnose and resolve issues, and maintain a high level of customer satisfaction.

Reporting Structure: This role reports directly to the Technical Support Manager and works closely with other internal teams, such as Engineering and Outside Operations, to resolve complex issues.

Technical Impact: Technical Support Agents play a crucial role in maintaining US Signal's network and services, ensuring that customers experience minimal downtime and disruptions. By effectively troubleshooting and resolving issues, agents contribute to the overall performance and reliability of US Signal's services.

Growth Opportunities:

• Technical Specialization: As agents gain experience and expertise, they may have the opportunity to specialize in specific areas, such as network architecture or cloud services.
• Team Leadership: With experience and strong performance, agents may progress to team lead or management roles, overseeing the work of other technical support agents.
• Cross-functional Roles: Agents with strong communication and customer service skills may transition to roles within US Signal's sales or customer success teams.

📝 Enhancement Note: US Signal's focus on customer service and quality provides ample opportunities for growth and development within the Technical Support team. As agents gain experience and expertise, they may pursue specialized or leadership roles, either within the Technical Support team or in other areas of the organization.

🌐 Work Environment

Office Type: US Signal's Auburn Hills, MI office is a modern, collaborative workspace designed to foster productivity and innovation. The office features an open floor plan, with dedicated spaces for meetings and quiet work.

Office Location(s): Auburn Hills, MI

Workspace Context:

• Collaboration: The open floor plan encourages collaboration and teamwork, with dedicated spaces for meetings and impromptu discussions.
• Equipment: Agents have access to the necessary tools and equipment to perform their jobs effectively, including high-quality headsets, computers, and network access.
• Cross-functional Interaction: The Technical Support team works closely with other internal teams, such as Engineering and Outside Operations, to resolve complex issues and ensure service quality.

Work Schedule: This role follows a night shift schedule, working Sunday to Tuesday from 7 p.m. to 7 a.m. and every other Wednesday. This schedule allows agents to maintain a healthy work-life balance while providing 24/7 customer support.

📝 Enhancement Note: US Signal's modern, collaborative workspace fosters productivity and innovation, with dedicated spaces for meetings and quiet work. The night shift schedule allows agents to maintain a healthy work-life balance while providing 24/7 customer support.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen: A brief phone call to assess communication skills and basic technical knowledge.
2. On-site Interview: A face-to-face interview with the Technical Support Manager, focusing on troubleshooting skills, customer service, and problem-solving abilities. This may include a live demonstration of troubleshooting skills using a simulated network environment.
3. Final Decision: The hiring manager will make a final decision based on the candidate's performance throughout the interview process.

Portfolio Review Tips:

• Highlight any experience with US Signal's products or services, as this can provide a competitive advantage.
• Include detailed case studies or examples of complex issues resolved, demonstrating strong troubleshooting skills.
• Showcase experience with network tools and Cisco routers, highlighting your ability to diagnose and resolve issues.
• Include any positive customer feedback or testimonials to showcase strong communication and customer service skills.

Technical Challenge Preparation:

• Brush up on your knowledge of US Signal's products and services, as well as any relevant network protocols and standards.
• Practice using network tools and Cisco routers to diagnose and resolve issues in a simulated environment.
• Prepare for questions about customer service and problem-solving skills, as these are crucial for success in this role.

ATS Keywords: (Relevant keywords for resume optimization, organized by category)

• Technical Skills:
  • Networking
  • Routing
  • IP
  • Cisco Routers
  • Adtran Routers
  • Ethernet
  • Troubleshooting
  • Customer Service
  • Technical Support
• Soft Skills:
  • Communication
  • Problem-solving
  • Analytical Skills
  • Attention to Detail
  • Organization
  • Multitasking
  • Teamwork
• Industry Terms:
  • Data Center Services
  • Cloud Hosting
  • Colocation
  • Data Protection
  • Disaster Recovery
  • Fiber Network

📝 Enhancement Note: US Signal's interview process focuses on assessing troubleshooting skills, customer service, and problem-solving abilities. By preparing for these aspects and highlighting relevant experience and skills, candidates can increase their chances of success in the interview process.

🛠 Technology Stack & Web Infrastructure

Networking & Routing Tools:

• Cisco Routers (7609, 1841, ASR 1000/9000 series)
• Adtran Routers (3200 series)
• Ethernet aggregation and premise devices (TA5000, 818, 838, etc.)
• Network tools (ping, trace route, nslookup, etc.)

Customer Support Software:

• US Signal proprietary ticketing software
• Remote secure session access tools (e.g., TeamViewer, Remote Desktop)

Office Suite:

• Microsoft Windows and Office

📝 Enhancement Note: Familiarity with US Signal's technology stack, including Cisco routers and network tools, is essential for success in this role. Candidates should have a solid understanding of networking and routing concepts, as well as experience with relevant tools and software.

👥 Team Culture & Values

Technical Support Values:

• Customer Focus: US Signal prioritizes customer service and quality, ensuring that customers receive the support they need to maintain their operations.
• Continuous Learning: The company encourages employees to stay up-to-date with the latest technologies and best practices, fostering a culture of continuous learning and improvement.
• Teamwork: The Technical Support team works closely with other internal teams, such as Engineering and Outside Operations, to resolve complex issues and ensure service quality.
• Problem-solving: Agents are empowered to take ownership of issues and find creative solutions to resolve them.

Collaboration Style:

• Cross-functional Interaction: The Technical Support team works closely with other internal teams to resolve complex issues and ensure service quality.
• Peer Support: Agents support one another by sharing knowledge and best practices, fostering a collaborative work environment.
• Regular Meetings: The team holds regular meetings to discuss performance, address any concerns, and plan for future growth and development.

📝 Enhancement Note: US Signal's focus on customer service and quality ensures that employees have the opportunity to make a real impact on the company's success. The company's culture of continuous learning and improvement encourages employees to stay up-to-date with the latest technologies and best practices, fostering a dynamic and innovative work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Complex Troubleshooting: Agents may encounter complex network or service issues that require advanced troubleshooting skills and a deep understanding of US Signal's technology stack.
• High-pressure Situations: Agents must be able to work well under pressure, maintaining a calm and professional demeanor while resolving issues in a timely manner.
• Continuous Learning: Agents must stay up-to-date with the latest technologies and best practices, as well as any changes to US Signal's products or services.

Learning & Development Opportunities:

• Technical Training: US Signal offers technical training and certifications to help agents develop their skills and advance their careers.
• Mentorship: Experienced agents may have the opportunity to mentor new team members, sharing their knowledge and expertise to help them succeed.
• Special Projects: Agents may have the opportunity to participate in special projects, gaining exposure to new technologies and areas of the business.

📝 Enhancement Note: US Signal's focus on customer service and quality provides ample opportunities for growth and development within the Technical Support team. As agents gain experience and expertise, they may pursue specialized or leadership roles, either within the Technical Support team or in other areas of the organization.

💡 Interview Preparation

Technical Questions:

• Networking & Routing: Describe your experience with Cisco routers and network tools. Walk through a scenario where you had to diagnose and resolve a complex network issue.
• Customer Service: How do you handle difficult or upset customers? Provide an example of a time when you had to go above and beyond to resolve a customer's issue.
• Problem-solving: Describe a challenging problem you faced and how you went about solving it. What was the outcome, and what did you learn from the experience?

Company & Culture Questions:

• US Signal's Products & Services: How familiar are you with US Signal's products and services? Which ones are you most interested in learning more about?
• Customer Service: What do you think sets US Signal apart from other data center services providers in terms of customer service and quality?
• Teamwork: How do you prefer to work in a team environment? Describe a time when you had to collaborate with others to achieve a common goal.

Portfolio Presentation Strategy:

• Troubleshooting Scenarios: Prepare detailed case studies or examples of complex issues resolved, demonstrating strong troubleshooting skills.
• Customer Service: Include any positive customer feedback or testimonials to showcase strong communication and customer service skills.
• Technical Expertise: Highlight any relevant certifications or training completed, demonstrating your commitment to professional development.

📝 Enhancement Note: US Signal's interview process focuses on assessing troubleshooting skills, customer service, and problem-solving abilities. By preparing for these aspects and highlighting relevant experience and skills, candidates can increase their chances of success in the interview process.

📌 Application Steps

To apply for this Technical Support Agent - Night position at US Signal:

1. Submit Your Application: Visit www.ussignal.com/careers and search for the Technical Support Agent - Night position in Auburn Hills, MI. Click on the job title to view the job description and submit your application.
2. Prepare Your Portfolio: Highlight any experience with US Signal's products or services, as well as any relevant network protocols and standards. Include detailed case studies or examples of complex issues resolved, demonstrating strong troubleshooting skills. Showcase experience with network tools and Cisco routers, highlighting your ability to diagnose and resolve issues. Include any positive customer feedback or testimonials to showcase strong communication and customer service skills.
3. Optimize Your Resume: Tailor your resume to highlight relevant technical skills, customer service experience, and problem-solving abilities. Include relevant keywords from the ATS Keywords section to improve your resume's visibility in the application tracking system.
4. Research US Signal: Familiarize yourself with US Signal's products and services, as well as the company's culture and values. Prepare thoughtful questions to ask during the interview process, demonstrating your interest in the role and the company.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.