Designation: Technical Support Specialist II
Must have skills:
- Level 2 Troubleshooting on Firewall, Routing & switching
- VPN Troubleshooting
- Wireless network
Shift: 24/7 (Rotational)
General Summary:
The TechnicalSupport Specialist II is responsible for assisting our partners in diagnosing and resolving a partner's Network Related issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our products.
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:
- Bachelor's degree is required in a related field or equivalent business experience
- Minimum 3+ 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:
