Senior Customer Support Specialist
Core
Senior technical support specialist providing Level 2/3 troubleshooting, incident resolution, and team mentorship for enterprise and industrial network environments.
Role type
Senior IC network support specialist (Level 2/3)
Builds
Reliable, high-quality telecommunications and network services for industrial, government, and utility clients
Domain
Telecommunications, Industrial Networking, Critical Infrastructure
Required skills
Advanced network troubleshooting, Root cause analysis, Technical mentoring, SLA management, Change plan review, Network monitoring, Vendor coordination
Preferred skills
CCNP certification, ITIL practices, Managed services experience, Network performance management, Vendor certifications (Cisco, Juniper, etc.)
Technologies
Cisco, Juniper, Fortinet, Cambium, Nokia, Huawei, Motorola, DAMM, TAIT, IP networking, Routing, Switching, VLANs, VPNs, Firewalls
Responsibilities
Provide advanced Level 2 and Level 3 troubleshooting across enterprise networks, wireless, and radio technologies. Lead investigation and resolution of complex technical incidents including major incidents and root cause analysis. Act as the technical escalation point providing guidance to support specialists. Mentor and coach team members to build technical capability. Review technical change plans and documentation to ensure quality. Proactively monitor customer network infrastructure and service performance. Ensure compliance with service level agreements (SLAs) and operational procedures.
Seniority
Senior, hands-on IC with mentorship responsibilities
