Technical Support Specialist II

General Summary:

Network Related

Essential Duties & Responsibilities:

• Provides support to cross-functional teams, with a high attention to detail
• Research, analysis, and document findings
• Interact with partners to provide technical support via email, phone, chat, cases, and remote sessions
• Monitors Network devices, off-site, and critical service failure events
• Investigates and resolves reported failure incidents, escalating when necessary
• Acts as first point of contact for escalated support cases for network-related issues
• Maintains a knowledge base of our products and services and provides high-quality technical support to partners during each interaction
• Discusses partners' operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategies
• Identifies and escalates trending issues and potential software/product defects to leadership and development
• Contributes to written articles for the internal and external knowledge base

• Identifies and escalates situations requiring urgent attention to the appropriate teams
• Documents partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Leadership.
• Handles assigned support cases
• Engages in the application of best practices per technical documentation and provides solutions based on the diagnosis of the problem
• Communicates new release features and improvements to our partners that better their experience

Knowledge, Skills, and/or Abilities Required:

• Ability to work independently on projects and processes with general supervision
• Ability to adapt and understand new technology/processes as per business requirements
• Strong customer service skills
• Strong desire to help our partners and peers
• Strong written and verbal communication skills
• Strong sense of ownership and accountability
• Knowledge and application of Switching, Routing, Network Setup, Firewall (NAT, ACL)
• Installing, configuring, and troubleshooting L2/L3 Switches, Routers, Wireless Access Points, and Firewalls.
• Experience in configuring UTM (Unified Threat Management) will be an added advantage.
• Must have some basic understanding of Network Services, e.g. DHCP Server, DNS, File share, Windows Firewall etc.
• Must have some basic understanding of Windows Networking.
• Knowledge of OSI and TCP/IP.
• Knowledge of virtualization and cloud technology

Educational/Vocational/Previous Experience Recommendations:

• Bachelors degree is required in a related field or equivalent business experience
• Minimum 2+ years of related experience
• Network Certification like CCTRS (Cisco Certified Technician Routing and Switching) or CCNA (Cisco Certified Network Associate) or CompTIA
• Certification on Fortinet or PaloAlto firewall will be an added advantage.

Working Conditions:

• Onsite/ Hybrid