Technical Support Tier 2

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Job Description Summary:

Job Description:

This position may require flexibility in scheduling and on-call responsibilities to ensure escalations are addressed quickly during core and after hours.

Duties/Responsibilities:

• Provide excellent customer service, every day, without exception, by accomplishing the following daily operational goals:
• Work collaboratively within a tier 2 customer operations team to support a variety of services and equipment including Hosted Voice, SIP, SD-WAN services, professional/IT services, copper POTs services, and voice/data over multiple connection types including internet, managed circuits, LTE, and MPLS.
• Provide problem identification, resolution, and after-action reports for continued cross training and incident response improvement
• Navigate multiple CRMs and/or ticketing systems to appropriately manage and gather data
• Troubleshoot complex network environments, products, and service issues, including 3rd party: Hardware, Circuits, and Legacy Copper POTS Lines - Examples: VPN, MPLS, BGP Peering, etc.
• Expected to log into a call queue and handle customer and vendor calls with a positive problem-solving attitude
• Strive for first call resolution, if first call resolution cannot be met, properly code trouble tickets for follow up and when necessary, escalation to Tier III Tech Support using Ticket classification Guidelines
• Properly document in OSS system call purpose and resolution
• Utilize online resources and internal knowledge base software such as “ProcedureFlow” to resolve customer troubles
• Manage relationships between vendors, internal resources, and customers via phone, ticketing system/portal, email, and/or chat
• Participate in continuing education and training for new products and services
• Must follow predefined guidelines, protocols, and procedures as directed
• Consult with Tier III, lead, supervisor, or manager as needed for problem resolutions
• Be available to work any shift in a 24x7 call center environment
• Level 2 on-call responsibilities at logged hourly time for work performed
• Flexibility to perform additional tasks or duties outside of normal daily activities
• This could include participating in a Tier 1 support role, service delivery capacity or professional services support environment

Required Skills/Abilities:

• Strong analytical thinking and problem-solving skills
• Strong teamwork and communication skills
• Ability to work under pressure, and to make calculated decisions
• Ability to manage multiple tasks/priorities and act quickly in a fast-paced environment
• Scheduling flexibility
• Thrive in a remote workspace from home, including internet and dedicated workspace, and accountability for productivity
• Trustworthy work ethic and ability to work independently
• Demonstrated documentation skills for clearly communicating methods and procedures to lower tier support teams

Preferred Education and Experience:

• Bachelor’s Degree (Technical focused degree) preferred
• Three (3) years of hands-on experience in telecom, tech support, networking, or hardware, such as switches, routers, hubs, phone systems (PBX/CBX)
• Examples of hardware types: Meraki, Fortinet, Cisco, Juniper, Barracuda, Velos, etc.
• Three (3) years of changing routers experience configurations
• Three (3) years of Data networking Protocols, such as OSPF, BGP, ACL, NAT, DHCP, and Subnetting
• Three (3) years of working knowledge of TCP/IP protocols, such as SMTP, DNS, HTTP, and the like
• Three (3) years of working knowledge of VoIP