Tier 2 Technical Support Engineer Job Description Template
Our company is looking for a Tier 2 Technical Support Engineer to join our team.
Responsibilities:
- Providing level two technical support for their in house products;
- Documenting issues in a knowledgebase format for use both internal and external;
- Take responsibility for customer satisfaction and overall success of the TAC;
- Providing timely feedback into the development process on customer-reported product problems;
- Use strong TCP/IP networking skills to perform network troubleshooting to isolate and diagnose common network problems;
- Respond in a timely manner (within documented SLA) to support Customer issues and Inquiries;
- Resolve problems independently and understands the correct escalation procedures;
- Document actions in tickets to effectively communicate information internally and to customers.
Requirements:
- Experience Perl Scripting;
- In-depth understanding of protocol and network analyzers;
- Deadline and detail-oriented;
- Self-managed and team oriented;
- Must have advanced skills/knowledge in the following;
- Experience with penetration testing techniques and tools;
- Excellent customer service skills;
- Bachelor s degree with 2-5 yrs working experience or Master s degree or Equivalent Experience;
- Excellent analytical thinking and problem solving skills;
- Proven track record for working with an enterprise and carrier class customer base;
- Strong verbal (phone) and written (email) communication skills in English;
- Spanish Speaking preferred;
- Highly motivated.