Oncall support: 5 hours a week avg.
Position Overview: The L2 support position is responsible for providing advanced technical support and troubleshooting for our clients. This role involves diagnosing and resolving complex issues, collaborating with other support levels, and ensuring customer satisfaction.
Key Responsibilities:
- Provide Tier 2 support for technical issues, including in-depth troubleshooting and problem resolution.
- Respond to and manage customer support tickets within agreed service levels.
- Analyze and resolve issues related to software, hardware, and network systems.
- Collaborate with Tier 1 support to escalate and resolve complex issues.
- Document all troubleshooting steps and resolutions in the ticketing system.
- Assist in the development and maintenance of technical documentation and knowledge base articles.
- Participate in on-call rotation and provide after-hours support as needed.
- Work closely with the engineering and product teams to identify and resolve recurring issues.
- Provide training and guidance to Tier 1 support staff.
- Technical Support Service includes:
- Diagnosis and troubleshooting of faults and problems related to software and management systems.
- Preventive support, technical consultations, adjustments, and configurations.
- Activities required to recover service, billing, and/or normal operating conditions of the equipment.
- Utilizing the experience and knowledge of Technical Consultants specialized in the solution for technical, operational, and maintenance problems.
- Effective resolution of cases or problems in accordance with severity levels and response times.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 3+ years of experience in a technical support role, with at least 1 year in a Tier 2 support position.
- Strong knowledge of operating systems (Windows, Linux, macOS) and networking protocols.
- Proficiency in troubleshooting hardware and software issues.
- Excellent communication and customer service skills.
- Ability to work independently and as part of a team.
- Experience with ticketing systems and remote support tools.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
- Experience with Metaswitch elements:
- EAS (V9.6.40-07p5)
- Perimeta (V4.5.40SU115P01.00)
- UMG (V9.6.30SU8P86.00)
- MVS (V9.6.40SU23P86.00)
- CFS (V9.6.30SU8P90.00)
- AMS (V9.5.40-07p0)
- MVD (V9.6.40SU23P70.00)
- SAS (12.40.3)
Skills:
- Advanced problem-solving and analytical skills.
- Strong attention to detail and organizational skills.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
- Proficiency in scripting languages (e.g., PowerShell, Bash) is an advantage.
Language Requirements:
- English is mandatory.
- Spanish is good to have.
Job Types: Part-time, Contract
Pay: Up to $40,000.00 per year
Experience:
- Provide Tier 2 support for technical issues, troubleshooting: 3 years (Required)
- Resolve issues related to software, hardware, network: 3 years (Required)
- Collaborate with Tier 1 support to resolve issues: 3 years (Required)
- Provide training and guidance to Tier 1 support staff: 3 years (Required)
- EAS (V9.6.40-07p5): 1 year (Preferred)
- Perimeta (V4.5.40SU115P01.00): 1 year (Preferred)
- UMG (V9.6.30SU8P86.00): 1 year (Preferred)
- MVS (V9.6.40SU23P86.00): 1 year (Preferred)
- CFS (V9.6.30SU8P90.00): 1 year (Preferred)
- AMS (V9.5.40-07p0): 1 year (Preferred)
- MVD (V9.6.40SU23P70.00): 1 year (Preferred)
- SAS (12.40.3): 1 year (Preferred)
Work Location: Remote
