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 using alerting and event-management platforms (e.g., SolarWinds, LogicMonitor, Auvik, Zabbix, etc.), respond to alarms, perform initial triage, and drive incidents to resolution or escalation
Perform remote diagnostics, troubleshooting, and reconfiguration for cellular and wireline gateways/routers using proprietary and standard troubleshooting tools
Troubleshoot network issues across OSI layers 1–6, including the use of Linux command-line tooling for network diagnosis (required)
Analyze Linux logs (e.g., kernel and messages, etc.) and perform packet capture troubleshooting using tools such as tcpdump and Wireshark; document findings and recommended actions (required)
Coordinate troubleshooting efforts with field services technicians, customers, channel partners, and internal contacts; escalate issues to senior support/leadership when appropriate
Support vendor/customer installations of managed equipment and services
Maintain thorough, accurate documentation of customer interactions and technical work in ticketing and related systems
Meet performance expectations and key performance indicators (KPIs) in partnership with leadership
Use company-supplied equipment (Windows laptop, headset, and peripherals) to perform daily work

2+ years of technical support and/or call center experience in Tier I/Tier II roles (1+ year is a plus)
Experience providing Level 2 (or higher) support to channel partners and resellers (preferred/strong plus)
Troubleshooting aligned to the OSI model (Physical through Presentation layers)
IPv4 and subnetting
Strong proficiency in a Linux command-line environment for network troubleshooting
Log review (Linux and Cisco 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 root-cause analysis
NAT troubleshooting, including interpreting port forwarding behavior, and isolating common issues such as asymmetric routing
Reliable broadband internet connection
Flexible shift availability—may include weekends, non-standard days/hours (1st, 2nd, or 3rd shift), and holidays

Technical Support Specialist II – 2nd Shift

Key skills