Tier 2 Technical Support Technician
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Job Summary
Providing technical support for a range of issues, the full-time Hosted Services Tier 2 Technician will manage inbound customer calls, triage technical problems, and create trouble tickets while working remotely in a 24x7 call center environment.
Key responsibilities
- Troubleshoot third-party hardware and software issues while ensuring timely communication with customers
- Manage relationships with vendors and internal resources to resolve technical issues efficiently
- Lead, train, and mentor Tier 1 and Tier 2 Technical Support staff to improve first contact resolution rates
Required qualifications
- Bachelor's Degree in a technical field preferred
- Two or more years of hands-on experience in telecom, tech support, networking, or hardware
- Experience with router configurations for two or more years
- Three or more years of knowledge in data networking protocols such as OSPF and BGP
- Three or more years of working knowledge of TCP/IP protocols and VoIP
Complete Job Description
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