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Technical Support Specialist II (Remote US) - 3rd shift (Monday - Friday 10p-7am EST)
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Job Description
- Req#: TECHN001553
Employer Industry: IT Networking Solutions
Why consider this job opportunity:
- Salary up to $26.92/hr
- Opportunity for career advancement and growth within the organization
- Work remotely with a flexible schedule, including potential weekend and holiday shifts
- Supportive and dynamic work culture with a focus on teamwork and collaboration
- Comprehensive Total Rewards package, including stock awards, paid parental leave, and PTO
What to Expect (Job Responsibilities):
- Provide Level 2 technical support in a fast-paced contact center environment, handling inbound customer and partner contacts via voice and digital channels
- Monitor network and system health, responding to alarms and driving incidents to resolution or escalation
- Perform remote diagnostics, troubleshooting, and reconfiguration for cellular and wireline gateways/routers
- Analyze Linux logs and perform packet capture troubleshooting, documenting findings and recommended actions
- Maintain thorough documentation of customer interactions and technical work in ticketing systems
What is Required (Qualifications):
- Minimum of 2 years of technical support and/or call center experience in Tier I/Tier II roles
- Strong proficiency in a Linux command-line environment for network troubleshooting
- Experience troubleshooting aligned to the OSI model (Physical through Presentation layers)
- Reliable broadband internet connection with flexible shift availability
- Excellent written and verbal communication skills, with strong documentation habits
How to Stand Out (Preferred Qualifications):
- Experience providing Level 2 support to channel partners and resellers
- Familiarity with Cisco IOS network troubleshooting and routing protocols such as BGP and OSPF
- Cellular troubleshooting experience
- Wi-Fi troubleshooting and diagnosis skills
- Ability to diagnose common Phase 1 and Phase 2 IKE/IPsec issues
#ITNetworking #TechnicalSupport #RemoteWork #CareerGrowth #DiversityAndInclusion
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