Voice Technical Support - Tier 2

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The Technical Support Specialist for Tier 2 Voice responds to service tickets and requests for local and remote network support to meet service level agreements.  Troubleshooting and resolving hardware, software, application, network, user access, and all related issues are part of the daily routine.  The Tier 2 Voice Support Specialist will interact with network services, software systems engineering, and/or applications development teams to restore service and/or identify and correct the core problem. 

Ideal candidates are well versed in networking basics (experience with wireless, VLAN dense environments, general routing/switching/firewalling across various platforms) with a proven ability to think logically, rationally and analytically.  A focus on autonomy and self-improvement while maintaining a team-focused attitude and seeking out assistance when needed is encouraged.

PRIMARY RESPONSIBILITIES INCLUDE, but are not limited to:

  • Liaise with staff, property management groups, ISP’s, and other vendors to ensure that change orders are well communicated, well thought out, and efficiently executed through to completion with minimal service disruptions for all parties
  • 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 (SLAs)
  • Address and handle Tier 1 and outsourced/overflow support ticket escalations
  • Analyze and identify larger global/system wide issues and present or escalate 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
  • Deliver ongoing training and development of Tier 1 agents
  • Identify support ticket trends, diagnose underlying cause, and take appropriate actions
  • Offer “frontline” insight to Tier 3 agents and managers to ensure best practices and SOP’s are developed or modified to achieve maximum efficiency and employee satisfaction
  • Collect and aggregate data from multiple sources to effectively gather information and analyze potential problems for use in detailed issue documentation

REQUIRED EDUCATION AND EXPERIENCE:

  • Bachelor’s degree or equivalent work experience with networking
  • 2+ years of experience providing technical support and / or customer service
  • Ability to maintain regular consistent, punctual, and professional attendance
  • 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
  • A strong command of the English language, both verbal and written (fluency in other languages is an asset)

PREFERRED EXPERIENCE:

  • CCENT, CCNA, CCNP, Network+, etc.
  • Comfort/experience with Linux based systems and basic programming/scripting skills are welcomed.
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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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