Technical Support Specialist II


Computer Enterprises, Inc.

2019-09-05 00:36:13

Job location Latham, New York, United States

Job type: fulltime

Job industry: I.T. & Communications

Job description

Technical Support Specialist II

Location : Latham, NY 12110

Hours : 9:00 AM 5:00 PM;

Shifts : Sunday Thursday OR Tuesday Saturday

Role Summary :

The Technical Support Specialist s primary responsibility is the working of tickets as they are assigned to them. Issues within the TSS2 scope are OSI Layer 1 issues such as cabling and power. OSI Layer 2 issues such as VLAN configuration, port isolation, client isolation, STP, etc. DHCP server configuration issues, where the DHCP server is running on network hardware not stand alone, RADIUS issues and any authentication related issues, Firewall configuration issues, and any OSI Layer 3 issues such as static routing or Router/Gateway configuration. If issues persist after troubleshooting, they are to be comprehensively documented and the ticket escalated to a Technical Support Specialist 3. As a secondary responsibility, the TSS2 must be available to receive calls from dispatched technicians and live transfers from other roles and assist them with any issues within the TSS2 scope or direct out of scope issues to the appropriate internal resource.

Desired Skills:

  • Excellent phone-based customer service skills.
  • Excellent note taking and documentation skills.
  • Ability to diagnose and troubleshoot OSI Layer 1 network issues remotely with both technical and non-technical onsite resources.
  • Ability to diagnose and troubleshoot OSI Layer 2 network issues remotely with both technical and non-technical onsite resources.
  • Ability to diagnose and troubleshoot DHCP issues remotely with both technical and non-technical onsite resources.
  • Ability to diagnose and troubleshoot RADIUS issues remotely.
  • Ability to diagnose and troubleshoot Firewall issues remotely.
  • Ability to diagnose and troubleshoot OSI Layer 3 issues remotely.
  • Ability to use CLI commands and configure the above hardware.
  • CCNA or equivalent certification preferred.
  • Ability to work with site staff to document and address network issues.
  • Scheduling and dispatching contracted technicians to site.
  • Working with onsite technicians and approving their work and deliverables.
- provided by Dice

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