Technical Support Representative Level II

Job Description:

  • Provide second-level customer support for network, VPN or Firewall related issues and outages
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • Take complete ownership of all support duties. Ensure tickets are handled in a timely matter
  • Diagnose and resolve technical hardware and software issues involving internet connectivity
  • Monitor network outages using network monitoring tools
  • Proper phone etiquette; demonstrated proficiency in typing and grammar, professional, resolution oriented, demonstrates initiative, resourcefulness, and strong problem-solving skills

Skills and Qualifications:

  • Good communication and customer service skills
  • Must have a experience in Firewall management
  • Willing to work on a Night Shift schedule
  • VPN knowledge is a plus
  • Knowledge of or ability to learn relevant software computer applications and equipment
  • Ability to work independently, as well as take instruction from team members
  • Strong commitment to quality customer service
  • Understanding of cloud infrastructure and strategies
  • Knowledge on Network problems
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