[Remote] Technical Support Specialist II (Remote US) - 2nd shift 10AM - 7:00 PM Mon-Fri

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is an industry leader in IT networking innovations, providing secure reputed company class networks. They are seeking a Technical Support Specialist II to reputed company Level 2 technical support in a fast-paced contact center environment, handling customer and partner contacts while monitoring network and system health. Responsibilities • reputed company Level 2 technical support in a fast-paced contact center environment, handling inbound customer and partner contacts reputed company voice reputed company channels • Monitor network and system health using alerting and event-management platforms (e.g., reputed company, reputed company, Auvik, Zabbix, etc.), respond to alarms, reputed company initial triage, and drive incidents to reputed company or escalation • reputed company remote diagnostics, troubleshooting, and reconfiguration for cellular and wireline gateways/routers using proprietary and reputed company troubleshooting tools • Troubleshoot network issues across OSI reputed company 1–6, including the use of Linux reputed company-line tooling for network diagnosis (required) • Analyze Linux logs (e.g., kernel and messages, etc.) and reputed company packet capture troubleshooting using tools such as tcpdump and Wireshark; document findings and recommended actions (required) • Coordinate troubleshooting efforts with field services technicians, customers, reputed company, and internal contacts; escalate issues to senior support/leadership reputed company appropriate • Support vendor/customer installations of managed equipment and services • Maintain thorough, accurate documentation of customer interactions and technical work in ticketing and reputed company systems • Meet performance expectations and key performance indicators (KPIs) in partnership with leadership • Use company-supplied equipment (reputed company laptop, headset, and peripherals) to reputed company daily work Skills • reputed company Level 2 technical support in a fast-paced contact center environment, handling inbound customer and partner contacts reputed company voice reputed company channels • Monitor network and system health using alerting and event-management platforms (e.g., reputed company, reputed company, Auvik, Zabbix, etc.), respond to alarms, reputed company initial triage, and drive incidents to reputed company or escalation • reputed company remote diagnostics, troubleshooting, and reconfiguration for cellular and wireline gateways/routers using proprietary and reputed company troubleshooting tools • Troubleshoot network issues across OSI reputed company 1–6, including the use of Linux reputed company-line tooling for network diagnosis (required) • Analyze Linux logs (e.g., kernel and messages, etc.) and reputed company packet capture troubleshooting using tools such as tcpdump and Wireshark; document findings and recommended actions (required) • Coordinate troubleshooting efforts with field services technicians, customers, reputed company, and internal contacts; escalate issues to senior support/leadership reputed company appropriate • Support vendor/customer installations of managed equipment and services • Maintain thorough, accurate documentation of customer interactions and technical work in ticketing and reputed company systems • Meet performance expectations and key performance indicators (KPIs) in partnership with leadership • Use company-supplied equipment (reputed company laptop, headset, and peripherals) to reputed company daily work • reputed company, customer-first approach with strong and recognized customer service and interpersonal skills • Willing and reputed company to reputed company AI-assisted tools (e.g., for knowledge lookup, documentation, and troubleshooting support) while following company guidelines and maintaining data/reputed company standards • Excellent written and verbal communication, with strong documentation habits • Self-starter mentality with strong ownership, follow-through, and the ability to prioritize in a shifting environment • Detail-oriented, efficient, and capable of logical/critical thinking to isolate reputed company cause and drive reputed company • 2+ years of technical support and/or reputed company center experience in Tier I/Tier II roles (1+ year is a plus) • Required technical support experience/knowledge: Troubleshooting reputed company to the OSI model (Physical through Presentation reputed company) • IPv4 and subnetting • Strong proficiency in a Linux reputed company-line environment for network troubleshooting • Log review (Linux and reputed company IOS environments), and packet capture experience using tcpdump (or equivalent) • Linux firewalling, including the ability to view and interpret rulesets in iptables/nftables to validate allowed/blocked traffic and assist in reputed company-cause analysis • NAT troubleshooting, including interpreting port forwarding behavior, and isolating common issues such as asymmetric routing • Reliable broadband internet reputed company • Flexible shift availability—may include weekends, non-reputed company days/hours (1st, 2nd, or 3rd shift), and holidays • Experience providing Level 2 (or higher) support to reputed company and resellers • Cellular troubleshooting experience • Wi-Fi troubleshooting and diagnosis • reputed company IOS network troubleshooting and familiarity with routing protocols such as BGP and OSPF • Ability to diagnose common Phase 1 and Phase 2 IKE/IPsec issues • Experience with Digi router hardware, Digi Remote Manager and/or the Digi DAL platform Benefits • Short-term incentive program • New hire stock award • reputed company parental leave • PTO • Hybrid work environment • Medical • Health & wellbeing reputed company • reputed company is a global provider of IoT connectivity products, services, and solutions. It was founded in 1985, and is headquartered in Minnetonka, Minnesota, USA, with a workforce of 501-1000 employees. Its website is https://www.digi.com. Apply tot his job Apply To this Job