What are the responsibilities and job description for the Tier 2 Technical Support Specialist position at Cloud5 Communications?
ROLE SUMMARY:
The Tier 2 Technical Support Specialist responds to service tickets and requests for local and remote network support in order to meet service level agreements. Troubleshooting and resolving hardware, software, application, network, user access, and all related issues are part of the daily routine. The Tier 2 Technical Support Specialist will interact with network services, software systems engineering, and/or applications development teams to restore service and/or identify and correct the core problem.
Ideal candidates are well versed in networking basics (experience with wireless, VLAN dense environments, general routing/switching/firewalling across various platforms) with a proven ability to think logically, rationally and analytically. A focus on autonomy and self-improvement while maintaining a team-focused attitude and seeking out assistance when needed is encouraged.
PRIMARY RESPONSIBILITIES INCLUDE, but are not limited to:
Liaise with staff, property management groups, ISPs, and other vendors to ensure that change orders are well communicated, well thought out, and efficiently executed through to completion with minimal service disruptions for all parties
Perform high level and in-depth network monitoring, as well as troubleshooting and diagnosing network, hardware, and ISP issues
Adhere to general and property specific service level agreements (SLAs)
Address and handle Tier 1 and outsourced/overflow support ticket escalations
Analyze and identify larger global/system wide issues and present or escalate these to Tier 3 agents for additional input and resolution
Use advanced knowledge of networks, policies and procedures, and best practices to educate and present solutions for clients
Deliver ongoing training and development of Tier 1 agents
Dig below the surface and identify trends in support tickets, diagnose underlying cause, and take appropriate actions
Work closely with other departments (installations, provisioning, sales, software, accounting, etc.) to make sure that client requests/issues are channeled and addressed efficiently
Offer frontline insight to Tier 3 agents and support managers to ensure best practices and SOPs are developed or modified to achieve maximum efficiency and employee satisfaction
With a strong attention to detail, write up detailed documentation on issues, collect and aggregate data from multiple sources to effectively gather information and analyze potential problems
REQUIRED EDUCATION AND EXPERIENCE:
Bachelors degree or equivalent work experience with networking
3 years of experience providing technical support and / or customer service
Ability to maintain regular consistent, punctual, and professional attendance
Dedication to performing duties in an efficient, professional, and courteous manner with a high attention to detail and accuracy
Experience with trouble shooting and documenting network related problems
Experience with quality assurance or desktop support
CCENT, CCNA, CCNP, Network , etc.
A strong command of the English language, both verbal and written (fluency in other languages is an asset)
PREFERRED EXPERIENCE:
Comfort/experience with Linux based systems and basic programming/scripting skills are welcomed.
PHYSICAL DEMANDS / REQUIREMENTS:
Ability to continuously sit
DESCRIPTION OF WORK ENVIRONMENT:
Generally works in an office environment but may occasionally be required to perform job duties outside of the typical office setting. Cloud5, operates a 24/7 Network Operations Center (NOC), so hours and shifts are flexible. Evening, overnight, and weekend shifts may be required.
The Tier 2 Technical Support Specialist responds to service tickets and requests for local and remote network support in order to meet service level agreements. Troubleshooting and resolving hardware, software, application, network, user access, and all related issues are part of the daily routine. The Tier 2 Technical Support Specialist will interact with network services, software systems engineering, and/or applications development teams to restore service and/or identify and correct the core problem.
Ideal candidates are well versed in networking basics (experience with wireless, VLAN dense environments, general routing/switching/firewalling across various platforms) with a proven ability to think logically, rationally and analytically. A focus on autonomy and self-improvement while maintaining a team-focused attitude and seeking out assistance when needed is encouraged.
PRIMARY RESPONSIBILITIES INCLUDE, but are not limited to:
Liaise with staff, property management groups, ISPs, and other vendors to ensure that change orders are well communicated, well thought out, and efficiently executed through to completion with minimal service disruptions for all parties
Perform high level and in-depth network monitoring, as well as troubleshooting and diagnosing network, hardware, and ISP issues
Adhere to general and property specific service level agreements (SLAs)
Address and handle Tier 1 and outsourced/overflow support ticket escalations
Analyze and identify larger global/system wide issues and present or escalate these to Tier 3 agents for additional input and resolution
Use advanced knowledge of networks, policies and procedures, and best practices to educate and present solutions for clients
Deliver ongoing training and development of Tier 1 agents
Dig below the surface and identify trends in support tickets, diagnose underlying cause, and take appropriate actions
Work closely with other departments (installations, provisioning, sales, software, accounting, etc.) to make sure that client requests/issues are channeled and addressed efficiently
Offer frontline insight to Tier 3 agents and support managers to ensure best practices and SOPs are developed or modified to achieve maximum efficiency and employee satisfaction
With a strong attention to detail, write up detailed documentation on issues, collect and aggregate data from multiple sources to effectively gather information and analyze potential problems
REQUIRED EDUCATION AND EXPERIENCE:
Bachelors degree or equivalent work experience with networking
3 years of experience providing technical support and / or customer service
Ability to maintain regular consistent, punctual, and professional attendance
Dedication to performing duties in an efficient, professional, and courteous manner with a high attention to detail and accuracy
Experience with trouble shooting and documenting network related problems
Experience with quality assurance or desktop support
CCENT, CCNA, CCNP, Network , etc.
A strong command of the English language, both verbal and written (fluency in other languages is an asset)
PREFERRED EXPERIENCE:
Comfort/experience with Linux based systems and basic programming/scripting skills are welcomed.
PHYSICAL DEMANDS / REQUIREMENTS:
Ability to continuously sit
DESCRIPTION OF WORK ENVIRONMENT:
Generally works in an office environment but may occasionally be required to perform job duties outside of the typical office setting. Cloud5, operates a 24/7 Network Operations Center (NOC), so hours and shifts are flexible. Evening, overnight, and weekend shifts may be required.
