Customer Support Technician II

1 week ago

West Croydon, Australia TPx Full time $90,000 - $120,000 per year

**This is an overnight shift position, with hours from 11:00 PM to 7:30 AM (Ireland local time).**

General Purpose:

The Tier 2 technician is responsible for the second layer of support for our customers with repair issues.  Its primary function is to work on layer 1 and above issues for the customer base that cannot be resolved using basic troubleshooting steps. 

Direct Reports:

No

Essential Duties and Responsibilities:

  • Display a professional demeanor and show resiliency in challenging customer situations.
  • Provide excellent customer service including written and verbal communication with customers, internal departments, and external parties.
  • Interacts with other departments to resolve customer issues.
  • Manage to the daily objective set forth by the RROC management team
  • Utilize analytical and creative problem-solving skills to resolve customer issues.
  • Ability to troubleshoot data issues such as: slow speed, packet loss and routing issues
  • Knowledge of routing and route tables
  • SIP troubleshooting including call setup and audio quality
  • Knowledge of DS3, T1, Fiber, EoX and Fixed Wireless Transport
  • Ability to communicate networking ideas and concepts

Other Responsibilities:

  • Interact with other workgroups to facilitate changes and repairs to existing service as needed.
  • Responsible for maintaining good customer relations.
  • Generally assist and work with representatives and customers concerning repeat issues with their service(s).
  • Develop and apply expertise and skills required for a specific functional area

Required Qualifications:

  • Graduation from an accredited four year college or university.
  • Three to five (3-5) years' telecommunications support center experience highly preferred.
  • Three to five (3-5) years' telecommunications and repair experience highly preferred.
  • Any equivalent combination of education and experience will be considered.
  • Cisco Certification CCNP Preferred 3 to 5 years' experience at the ISP level. 

Other Qualifications:

  • Ability to fully document information in trouble ticketing system.
  • Ability to multi-task and maintain strong attention to detail.
  • Demonstrate the ability to handle difficult customer situations.
  • Must be proficient and fluent in the English language.
  • Must have the ability to regularly communicate in a manner that is respectful, professional and collaborative
  • Understanding of TCP/IP.
  • Understanding of SIP 
  • Must have basic to intermediate knowledge of Microsoft Office Suite products.
  • Working knowledge of networks and internetworks.
  • Working knowledge of SD-WAN Technology.
  • Working knowledge Cisco and Juniper routers and switches.

TPx is an Equal Opportunity / Affirmative Action employer.  Qualified applicants will receive consideration for employment without regard to race, color, religious creed, sex (including pregnancy, childbirth, breast-feeding and related medical conditions), sexual orientation, gender identity, gender expression, national origin or ancestry, age, mental or physical disability (including medical condition), military or veteran status, political preference, marital status, citizenship, genetic information or other status protected by law or regulation.

We are committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation, please let us know during the application process.

#LI-Remote

Req: #25-0085

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