Infrastructure, Boston, Massachusetts, United States, Contract
Posted Nov 6, 2026
Connectivity Support Specialist (Contract, Remote, APAC)
About the role
A global management consulting firm is rolling out portable wireless connectivity devices to its consulting staff worldwide. We’re looking for a customer-focused support specialist to help consultants set up, connect, and troubleshoot their devices. This role mixes ticket handling with direct, hands-on user support. It’s a good fit for someone with a “Geek Squad” mindset who enjoys solving everyday tech problems and working with people.
Responsibilities
Monitor and resolve support tickets in ServiceNow for connectivity and device issues
Work directly with end users by phone or video call to walk them through device setup and connection
Give clear troubleshooting steps for common Wi?Fi, router, and mobile hotspot problems
Identify faulty devices and start replacements through the existing vendor RMA process
Support the global device rollout as it expands into new countries
Keep sample devices on hand to reproduce and explain issues to users
Required qualifications
About 2 years of experience in IT support, help desk, or technical customer service
Working knowledge of networking basics, including how Wi?Fi, routers, and mobile/cellular connectivity work
Strong communication skills and comfort supporting non-technical users in a professional setting
Ability to work independently in a remote role during APAC hours
Preferred qualifications
Experience with ServiceNow or a similar ticketing system (training available if needed)
Familiarity with mobile hotspots or travel routers, such as the Peplink BR1 or Netgear Nighthawk (training provided)
Background in telecom or enterprise end-user support