Tier 2 Technical Support (remote)

Last updated: 2024-March-02
Current status: Positions still unfilled: Tier3: 1 open... Tier2: 3 open

Tier 2 Technical Support (remote)

Job Summary:
Provide telephone and chat technical support, open tickets, initial triage for device failures and system outages. Handle device issues and OSI Layer 1 troubleshooting. Reports to the Network Support Lead.

Duties and Responsibilities:
* Contract / Full Time / No End Date (hours: 9:00am to 6pm E.S.T.)
- Inbound calls from property staff, technicians, vendors, etc. re device failures, system outages or to perform requested MACD tasks
- Configure/troubleshoot network infrastructure and system components and can assist with the following:
* DCHP Configuration and support:
* Configure DHCP scope
* Troubleshoot DHCP server, i.e. restart DHCP service, flush leases table
- Configure/troubleshoot network switches, routers and firewalls
- Configure/troubleshoot WAPs and wireless controllers
- Configure/troubleshoot gateway
- Troubleshoot Property Management System (PMS) interface issues with gateway and registration portal
- Assist staff with use of management portal and features
- Perform basic and pre-approved network configuration changes based on SOPs
* create custom SSIDs
* adjust a switchport VLan for a new VoIP phone, GRE, etc.
- Notification of outages
- Remote troubleshooting of hardware
- Work with ISP/Carrier to monitor and manage including tracking service outages through resolution
- Initiate ISP trouble ticket and follow through to resolution
- Initiate (also monitor and update) trouble tickets with manufacturers, through resolution
- Escalation of advanced issues to advanced support tiers (Tier 3, engineering, etc.) while maintaining responsibility for case management:
* Change requests/Outages outside of pre-approved SOPs, requiring change management overview or advanced network planning
* Outages caused or related to non-store specific networking (data center outages, etc.)
* Issues requiring O.E.M. support
- Strives for 90% resolution of customer questions and requests on first call
- Ensures excellent customer service experience with strong interpersonal skills, empathy and patience
- Demonstrates sufficient composure to remain respectful and diffuse angry, stressed, or frustrated customers
- Ability to make creative leaps in reasoning when the application of logic fails to produce a satisfactory resolution.
- Assist with customer reporting on high profile brand accounts (i.e. Hilton, Marriott, Montage)
- Consistently treat all customers, internal and external, professionally, honestly, and respectfully
- Accept ownership and accountability of position responsibilities
- Other miscellaneous duties as assigned by management


Knowledge/Skills/Abilities:
- Excellent written and spoken English (non-accented)
- Excellent telephone, verbal, and written business communication skills
- Knowledge of networking protocols, practical application of the OSI stack, experience using Meraki for both AP and switch management
- Understanding of remote support/diagnostics, establishing remote connections, configuration files
- Conflict resolution and problem-solving skills required
- Highly detail oriented, organized and process focused with ability to multi-task
- Ability to work with minimal or no supervision and handle multiple tasks in a fast-paced customer service environment while still maintaining focus and attention to detail
- Exhibit initiative, organization, and independent and analytical judgment in solving routine to complex technical problems
- Customer service oriented with good interpersonal skills; able to respond promptly to client needs, follow through and resolve issues in a pleasant and helpful manner
- Good logic and ability to understand basic troubleshooting concepts

Required Qualifications:
- One-year technical school or equivalent
- 1-2 years of experience in data/HSIA Technical Support.
- Certification in at least one of the following:
* Ruckus WISE 1
* Nomadix
* HP/Aruba ACSA
* Meraki CMNA
• Intermediate-level computer skills, good familiarity with Windows OS, MS Office (Excel/Word/Outlook/Teams), as well as other databases and CRM programs
• Prior Salesforce experience is a plus