Tier 2 Technical Support Engineer

Tier 2
Basic network, troubleshooting equipment, monitoring, and basic configuration support, including:
    Proactive monitoring of network hardware and engagement to resolve network issues and outages.
    Perform basic and pre-approved network configuration changes (SOP) (i.e., adjusting switch port VLAN for a new VOIP phone, etc.)
    Network operation center (NOC) assistance in case management through resolution of Internet and network outages.
    Notification of outages to practice and remote troubleshooting of hardware status with employees
    Working with Broadband supplier to monitor and manage, including tracking service outages through resolution.
    Escalation of unresolvable or advanced configuration issues to advanced support, tiers (Tier 3, engineering, etc.), while maintaining responsibility for case management – escalated topics included, but are not limited to:
    Configuration change request/outages outside preapproved SOPs, requiring change management overview or advanced network planning.
    Outages caused by related or non-store specific networking (data center outages, etc.)
    Firmware Upgrades to Network hardware
    Extended outages, impacting practice performance that require advanced troubleshooting

Technical Requirements

Tier 2 Certified Agent

Fundamental understanding of networking concepts

Strong analytical skills with the ability to troubleshoot and resolve network issues effectively.

Excellent verbal and written communication skills to relay technical information clearly.

Ability to work collaboratively in a team environment and handle multiple priorities.

Willingness to work shifts, including nights and weekends, as required for 24/7 operations