Technical Support Specialist II – 2nd Shift

Job Description: • 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 Requirements: • 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 Benefits: • short-term incentive program • new hire stock award • paid parental leave • PTO • hybrid work environment • competitive medical, health & wellbeing and compensation offerings Apply tot his job Apply To this Job