Advanced Technical Support

- Tacoma

Position Summary

The primary responsibility of this position is providing our customers with Advanced Technical Support that must be second to none!  Our team handles escalated tickets from our Tier 1 team for voice, internet and cable TV related problems primarily over the phone and occasionally in person in our lobby or at the customer’s site.  While this is not a Tier 1 helpdesk, it is an entry level position and requires somebody with a big appetite to learn.  In addition to supporting our customers by phone and in the office this person will also have the opportunity to do some onsite work.  Site work involves installation of voice and data modems for both residential and commercial customers.  This position allows you the opportunity to work with customers at different levels of technical comfort, a variety of end user devices and network designs which makes our job always exciting because every customer and every trouble is different than the last.  If you are looking for a challenging opportunity and to be somebody’s technical super hero every day this is the job for you!

Duties & Responsibilities

  • Responds timely to escalated trouble tickets, keeping the customer’s experience top priority.
  • Escalates complex troubles to the appropriate departments after thorough trouble shooting.
  • Educates customers on products and services that best match their technical needs.
  • Must enjoy working in a fast paced, high-volume environment with the ability to quickly adapt to change. You won’t get bored here!
  • Performs onsite service installations and trouble shooting.
  • Keep an eye open for trends that may indicate an outage and reports it to appropriate team for resolution.  The faster we fix it, the fewer customers affected! 
  • Has regular, consistent and punctual attendance.
  • Must be able to work evenings and weekends, variable schedule(s) and overtime as necessary.


  • Must have excellent phone and people skills as well as maintain the ability to multi task and prioritize workloads independently.
  • Ability to learn and understand the company's products and services.
  • Knowledge of most common versions of PC and MAC Operating Systems.
  • General knowledge of voice services, cable TV and data technologies.
  • Knowledge of analog and digital circuit concepts.
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
  • Ability to deal with problems involving several variables in standardized situations.
  • Ability to apply logic, creativity and good judgment to resolve problems.
  • Must be able to communicate, collaborate and cooperate with vendors, customers, peers and managers as necessary to meet company objectives.
  • Must possess a valid driver's license and have the ability to be insured under the company policy.


  • High School Diploma or General Education Degree (GED) is required.
  • Technical Degree or Equivalent Experience in Electronics, Telecommunications or Information Technology preferred. 


  • Three to five years of customer support and/or technical support experience, preferably in the telecommunications / Internet industry.
  • Three to five years of customer service experience.

Network Technician

- Tacoma, WA

What does a Network Technician do at Rainier Connect?

As a Network Technician at Rainier Connect, you will be part of the network team responsible for DWDM transport systems, fiber to the premise equipment, DOCSIS 3.0/3.1 equipment, and Ethernet networks. This team designs, implements, monitors, and maintains equipment used to deliver modern access technologies.

Want to learn more? 

Below is a short list of typical tasks we would expect a Rainier Connect Network Technician to perform on a regular basis: 

  • Manage carrier grade switches such as a MetaSwitch
  • Install, configure, and test fiber to the premise equipment
  • Install, maintain, troubleshoot and repair DWDM systems 
  • Install, maintain, troubleshoot and repair central office equipment
  • Provide support or technical advice to sales representatives 
  • Troubleshoot with commercial customers over the phone and in person
  • Read, interpret & complete service orders, trouble tickets, work orders & network diagrams
  • Install, maintain, and troubleshoot services associated with streaming IPTV product.
  • Provide impromptu training for team members, and our technical support group

What additional qualifications are important for this position?

The ideal candidate will have at least 2 years applicable networking experience. Industry or vendor certifications from Cisco, Juniper, NCTI, Calix, MetaSwitch, Adtran, Lucent, etc. and experience installing, maintaining & troubleshooting transport and access equipment are all major pluses.

At Rainier Connect we believe all of your knowledge is important. We will weigh education, industry certifications, and experience when selecting a candidate. The most successful candidates have a natural curiosity for how services are delivered end to end. Also, they can work independently or in a team, adapt to new technology, communicate effectively, and are customer focused.

To Apply:

Send an email if this posting is interesting and explain why you are qualified for this position. Be sure to include your resume and use Network Technician in the subject line of the email. All potential candidates, as part of our employee screening process, must pass a background check, drug test, and posses a valid Washington state drivers license. 

To Apply

By Mail
Resumes & Cover Letters can be mailed to:

Human Resources
Rainier Connect
2516 Holgate St.
Tacoma, WA 98402
By E-mail
Resumes & Cover Letter can be e-mailed to

About Rainier Connect

Rainier Connect, a division of Mashell Telecom, Inc. is a 101 year old telecommunications service provider that is strongly committed to customer service, value, and innovative products & services. We offer voice, data, internet and cable television services to residential and business customers in Eatonville, Graham, the South Hill of Puyallup, Tacoma and Centralia. We also offer business telephone systems, installation, training and maintenance.

Rainier Connect is a 5th generation owned and operated company and as a registered Public Utility is required to be held to a higher standard than our competitors.

Rainier Connect is an Equal Opportunity Employer.
Mashell Telecom, Inc. d/b/a Rainier Connect is an equal opportunity employer. We do not discriminate against persons because of their age, sex, race, color, religious creed, ancestry, national origin, genetic information, or any disability which can be reasonably accommodated, in determining suitability for employment, compensation, promotion, transfers, training, education, social and recreational programs, or termination.