Technical Support Engineer managing complex customer support cases related to Informatica P360. Collaborating with teams to resolve issues and maintain customer satisfaction.
About the role
- Tier 2 Technical Support Specialist at Cloud5 Communications responding to network support requests and troubleshooting issues. Requires experience in technical support with a focus on efficiency and customer service.
Responsibilities
- Respond to service tickets and requests for local and remote network support
- Troubleshoot and resolve hardware, software, application, network, user access, and all related issues
- Interact with network services, software systems engineering, and/or applications development teams to restore service and/or identify and correct the core problem
- Perform high level and in-depth network monitoring, as well as troubleshooting and diagnosing network, hardware, and ISP issues
- Analyze and identify larger global/system wide issues and present or escalate these to Tier 3 agents for additional input and resolution
- Use advanced knowledge of networks, policies and procedures, and best practices to educate and present solutions for clients
Requirements
- Bachelor’s degree or equivalent work experience with networking
- 3+ years of experience providing technical support and / or customer service
- Dedication to performing duties in an efficient, professional, and courteous manner with a high attention to detail and accuracy
- Experience with trouble shooting and documenting network related problems
- Experience with quality assurance or desktop support
- CCENT, CCNA, CCNP, Network+, etc.
Benefits
- medical
- dental
- vision
- 401(k)
- flexible PTO
- parental leave
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