NOC Technical Support Specialist - Tier 3

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The Tier 3 Technical Support Specialist is a lead position in our NOC, focused on our HSIA (High Speed Internet Access) products and solutions, and acting as a bridge to all other products and service offered by our company.  The Support Specialist handles higher-level escalations from other NOC members, troubleshoots global issues, and ensures that all other members of the department are equipped with the tools and knowledge needed to maintain high levels of efficiency and employee satisfaction.  While interfacing with other departments on a regular basis, the role also encourages a company-wide focus on coherence and teamwork.

PRIMARY RESPONSIBILITIES INCLUDE, but are not limited to:

  • Liaise with staff, property management groups, ISP’s, and other vendors to ensure any change orders are well communicated, well thought out, and efficiently executed to completion with minimal service disruptions for all parties
  • Participate in client-level communications when necessary to ensure high levels of customer service and efficient problem-resolution tactics are in place
  • Mentor lower tiers to improve their skills, and ensure all team members can effectively handle incoming requests
  • Vet new products and services on behalf of your department
  • Consistently review existing procedures for improvement opportunities department-wide
  • Consistently look for ways to improve operational efficiencies and quality, including new methodologies and technological concepts to implement either internally or in production
  • Put together and manage well-documented and organized projects for teams within the department to execute
  • Perform high level and in-depth network monitoring, as well as troubleshooting and diagnosing network, hardware, and ISP issues
  • Adhere to general and property specific service level agreements (SLA)
  • Analyze, identify and resolve larger global/system wide issues
  • Use advanced knowledge of networks, policies and procedures, and best practices to educate and present solutions for clients
  • Dig below the surface and identify trends in support tickets, diagnose underlying causes, and take appropriate actions
  • Offer “frontline” insight to Tier 3 agents and support managers to ensure best practices and SOP’s are developed or modified to achieve maximum efficiency and employee satisfaction
  • Maintain a strong sense of leadership and responsibility for the department

REQUIRED EDUCATION AND EXPERIENCE:

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Technology we use

  • Engineering
    • JavascriptLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • D3JSLibraries
    • jQueryLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • LaravelFrameworks
    • Node.jsFrameworks
    • CassandraDatabases
    • MemcachedDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases

Location

Convenient West Loop location, close to the CTA, Metra, Divvy, and major freeways.

An Insider's view of Cloud5 Communications

What does your typical day look like?

My typical day starts out with a daily stand call in the morning. Within this call we delve details on issues and projects that we are working on and note any progress or road blocks. A majority of my projects have been breaking down our existing monolithic systems and turning them into manageable microservices.

Ishmael

Senior Software Developer

How does the company support your career growth?

Cloud5 helps support my career by taking a personal interest in their employees which helps us plot a career path within the company, so we can better visualize our future within the company.

Juan

Manager, HSIA Operations

How do you make yourself accessible to the rest of the team?

We have regular “all hands” meetings where anyone can ask a question or make a suggestion, which works great, but I want our folks to know that they can just as easily shoot me an email or stick their head in my door. People are what makes organizations great … and we need to cultivate dialog and openness as part of our culture to be successful.

Mark

CEO

What are Cloud5 Communications Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer medical and dependent care flexible spending accounts that helps employees cover out-of pocket expenses with pre-tax contributions.
Disability Insurance
Disability insurance covers 60% of annual salary up to $1500 monthly maximum payout.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Cloud5 provides employees with a 401(k) matching plan managed by Principal. We match 50% of contributions up to 6% of an employee's annual gross pay with immediate vesting.
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
We offer pre-tax commuter benefits for all employees and subsidized Divvy bike membership.
Company Outings
Cloud5 hosts company outings Semi-annually.
Happy Hours
Professional Development Benefits
Lunch and learns
Cloud5 hosts lunch and learn meetings on occasion.
Promote from within
Online course subscriptions available
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