Network IT Specialist
Job Summary
To enhance support operations, the full-time remote Network IT Specialist will manage escalated Tier 2 technical cases, optimize AI-enabled support tooling, and improve internal documentation and workflows while collaborating with cross-functional teams.
Key responsibilities
- Own escalated Tier 2 technical cases across networking, firewall configuration, and hardware troubleshooting
- Partner on the rollout and optimization of Zendesk AI Co-Pilot and related support tooling
- Build and maintain internal troubleshooting guides, escalation procedures, and operational playbooks
Required qualifications
- 3+ years in a Tier 2 or advanced technical support role within SaaS, IoT, or related environments
- Strong networking fundamentals, including TCP/IP, VLANs, and firewall configuration
- Hands-on experience troubleshooting hardware and device-level issues
- Experience with Zendesk or similar support platforms
- Exposure to AI-enabled support tooling or automation workflows is a plus
Complete Job Description
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