Hosted Services Tier 2 Technician

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Job Description Summary:The Hosted Services Tier 2 Technician is responsible for a range of technical support tasks, including but not limited to: providing Tier 1 support via an inbound customer-facing call queue, triaging technical issues, and creating trouble tickets. This role may also involve handling escalated trouble tickets from Tier 1 support and managing inbound calls within a Tier 2 queue. The technician will work closely with customers, local vendors, and other service providers to coordinate and resolve issues efficiently, aiming to minimize service disruptions and customer impact.Job Description:Essential Duties and Responsibilities (other duties may be assigned):

• Trouble shoot 3rd party hardware and software.

• Respond to and track any such issues by ensuring the customer is promptly notified while ensuring resolution and/or proper handoff to team members

• Manage relationships between vendors, internal resources, and customers

• Lead, train and mentor other Tier 1 and Tier 2 Technical Support staff for purposes of achieving optimal first contact closure rate

• Expected to log in to an ACD call queue to receive customer and vendor calls

• Perform proper trouble ticket entry and administration, and to adhere to escalation procedures and customer facing processes

• Escalate any trouble tickets to the next level of support when appropriate

• Must follow predefined guidelines, protocols, and procedures as directed

• Be available to work any shift in a 24x7 call center environment

• Flexibility to perform additional tasks or duties outside of normal daily activities

Knowledge, Skills and Abilities Requirements:

• Candidate must have strong analytical skills

• Strong verbal and written communications and interpersonal skills

• Professional demeanor

• Have a customer satisfaction driven attitude

• Be an active contributor in a positive team environment

• Candidate must possess the ability to learn, retain, and apply new information in an ever-changing environment

Education and/or Experience Requirements:

• Bachelor’s Degree (Technical focused degree) preferred

• Two (2) or more years of hands on experience in telecom, tech support, networking, or hardware or 3 years of hands on experience in telecom, tech support, networking, or hardware, such as switches, routers, hubs, phone systems (PBX/CBX), Cisco, Juniper, Fortinet

• Two (2) or more years of changing routers experience configurations

• Three (3) or more years of Data networking Protocols, such as OSPF, BGP, Access control list, NAT, DHCP, and Sub netting

• Three (3) or more years of working knowledge of TCP/IP protocols, such as SMTP, DNS, HTTP, and the like

• Three (3) or more years of working knowledge of VoIP

Certificates, Licenses, Registrations:- Cisco or Fortinet certifications preferred Originally posted on Himalayas