Network IT Specialist
Core
Technical backbone for Rockbot's escalation function, solving complex networking, hardware, and connectivity issues while optimizing AI-enabled support operations.
Role type
Senior IC Network IT Specialist (Tier 2 Escalation)
Builds
Scalable support workflows, AI tooling integration, and durable systemic solutions for enterprise environments.
Domain
SaaS, Media Technology, IoT
Required skills
Networking fundamentals (TCP/IP, VLANs, firewall), Hardware troubleshooting, Root-cause analysis, Zendesk administration, Enterprise account support, AI tooling optimization, Knowledge management, Data analysis
Preferred skills
Audio engineering, AV installation, Network rack installation
Responsibilities
Own Tier 2 escalated technical cases across networking and hardware; Diagnose root cause in complex environments; Partner on Zendesk AI Co-Pilot rollout; Build internal troubleshooting guides and playbooks; Analyze escalation trends for product improvements; Serve as technical resource for enterprise accounts.
Seniority
Mid-Senior, hands-on IC
