Technical Support Administrator II

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Level 2 technical assistance in a dynamic contact center environment.

• Manage inbound inquiries from customers and partners via voice and digital channels.

• Oversee network and system performance utilizing alerting and event management tools.

• Address alarms, conduct initial triage, and resolve or escalate incidents as necessary.

• Execute remote diagnostics, troubleshooting, and reconfiguration for cellular and wireline gateways/routers.

• Diagnose network issues across OSI layers 1–6.

• Analyze Linux logs and conduct packet-capture troubleshooting using tcpdump and Wireshark.

• Document technical observations and suggested actions.

• Collaborate with field technicians, customers, channel partners, and internal stakeholders during troubleshooting.

• Elevate issues to senior support or leadership when suitable.

• Assist in vendor and customer installations of managed equipment and services.

• Ensure precise documentation of customer interactions and technical work in ticketing systems.

• Achieve performance benchmarks and KPIs in collaboration with leadership.

• Utilize company-provided equipment for daily operations.

⛳️ Requirements

• A minimum of 2 years of experience in technical support and/or call center roles at Tier I/Tier II levels.

• Preferred experience in providing Level 2 or higher support to channel partners and resellers.

• Exceptional customer service and interpersonal abilities.

• Readiness and capability to utilize AI-assisted tools while adhering to company protocols and data/privacy standards.

• Strong written and verbal communication skills along with effective documentation practices.

• Demonstrated ownership, follow-through, prioritization, logical reasoning, and root-cause analysis capabilities.

• Proficient troubleshooting skills across OSI layers 1–6.

• Knowledge of IPv4 and subnetting.

• Advanced proficiency in Linux command-line networking utilities.

• Experience with Linux and Cisco IOS log analysis.

• Competence in packet capture using tcpdump or similar tools.

• Familiarity with Linux firewalling using iptables/nftables.

• Experience in NAT troubleshooting and port-forwarding analysis.

• Access to a reliable broadband internet connection.

• Availability for flexible shifts, including weekends and holidays, across 1st, 2nd, or 3rd shifts.

• Preferred experience in cellular troubleshooting.

• Preferred skills in Wi-Fi troubleshooting and diagnosis.

• Familiarity with Cisco IOS troubleshooting and knowledge of BGP and OSPF preferred.

• Ability to diagnose Phase 1 and Phase 2 IKE/IPsec issues preferred.

• Experience with Digi router hardware, Digi Remote Manager, and/or Digi DAL preferred.

• Valid work authorization in the United States at the time of application.

• Visa sponsorship is not available.

🏝️ Benefits

• Flexible work-from-home options.

• Company-provided Windows laptop, headset, and peripherals.

• Short-term incentive program.

• New hire stock award.

• Paid parental leave.

• Open (uncapped) paid time off (PTO).

• Comprehensive medical, health, and wellbeing offerings.

• Competitive compensation packages.

• A supportive and dynamic workplace culture.