Technical Support Specialist II – 2nd Shift, 10AM – 7PM Mon-Fri

Job reputed company: • 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 Requirements: • 2+ years of technical support and/or reputed company center experience in Tier I/Tier II roles • Experience providing Level 2 (or higher) support to reputed company and resellers (preferred/strong plus) • Strong proficiency in a Linux reputed company-line environment for network troubleshooting • Troubleshooting reputed company to the OSI model (Physical through Presentation reputed company) • IPv4 and subnetting • 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 Benefits: • Short-term incentive program • New hire stock award • reputed company parental leave • PTO • Hybrid work environment • Competitive medical, health & wellbeing compensation offerings Apply tot his job Apply To this Job