Job Overview:
This is a challenging overnight shift position that requires exceptional technical skills and customer service abilities. The Tier 2 technician provides second-level support for customers with complex repair issues, working on layer 1 and above issues to resolve problems that cannot be resolved using basic troubleshooting steps.
Key Responsibilities:
* Display a professional demeanor and show resiliency in challenging customer situations
* Provide excellent customer service including written and verbal communication with customers, internal departments, and external parties
* Interact with other departments to resolve customer issues
* Manage daily objectives set forth by the management team
* Utilize analytical and creative problem-solving skills to resolve customer issues
* Troubleshoot data issues such as slow speed, packet loss and routing issues
* Knowledge of routing and route tables
* SIP troubleshooting including call setup and audio quality
* Knowledge of DS3, T1, Fiber, EoX and Fixed Wireless Transport
* Ability to communicate networking ideas and concepts
* Other responsibilities include interacting with workgroups, maintaining good customer relations, and assisting with repeat issues.
Requirements:
* Graduation from an accredited four-year college or university
* Three to five years' telecommunications support center experience highly preferred
* Cisco Certification CCNP Preferred 3 to 5 years' experience at the ISP level
* Proficiency in English language
* Understanding of TCP/IP, SIP, Microsoft Office Suite products, networks and internetworks, SD-WAN Technology, and Cisco and Juniper routers and switches