Network Specialist

Role Summary:

• 
  As a Technical Support Technician II, you will perform both technical and administrative responsibilities supporting day to day operations and ensuring service excellence

.

Core Responsibilities

:
Customer Support

• : Serve as the primary point of contact via phone, email, and other communication channe
• lsRespond to incidents in compliance with service level agreemen
• tsManage sensitive customer interactions with transparency and professionali

sm
Incident Manageme

• nt:Escalate incidents that cannot be resolved within defined timeli
• nesTrack and drive issues through full resolution and restoration of serv
• iceManage the end to end incident lifecycle including root cause identificat

ion
Documentation & Knowledge Manageme

• nt: Accurately document triage details and resolution s
• tepsUtilize existing knowledge articles to resolve known is
• suesCreate new knowledge articles for undocumented solut

ions
Operational Excell

• ence:Ensure support metrics and performance expectations are consistentl
• y metMaintain security and accuracy of operational
• dataStay current on systems, tools, and applica

tions
Collabora

• tion: Build strong relationships with internal and external stakeh
• oldersCollaborate across cross functional
• teamsActively participate in training and devel

opment
Continuous Improv

• ement: Identify opportunities to improve workflows and support pr
• ocessesChampion adoption of next generation technologies inclu
• ding AIMaintain compliance with all corporate security, quality, and operational p
• oliciesWork Environment 24/7 operations including shift work and w
• eekendsSelf-starter who manages priorities with minimal supe

rvision
Required Knowledge and

Skills:
Technical E

• xpertise:Experience in a remote technical support en
• vironmentStrong networking knowledge including protocols, infrastructure, and troubl
• eshootingFamiliarity with WAN, LAN, routers, and
• firewallsKnowledge of VoIP and IP
• telephonyRF trunking and communication network

knowledge
Systems &a

• mp; Tools:Working knowledge of Windows and Office or
• equivalentFamiliarity with mobile radio te
• chnologiesUnderstanding of information security best
• practicesFoundational ITIL

knowledge
Certifications

• (Preferr
• ed
• )Network
• A Security AI related cer

• tifications
  Education • Associate level or equivalent technical educat
• ion requiredExperience • Minimum of 3 years of experience in a te

chnical role
Profess

• ional Skills:Strong troubleshooting and analyti
• cal abilitiesExcellent verbal, written, and presen
• tation skillsHigh attent
• ion to detailAbility to manage multiple tasks a
• nd prioritiesStrong time mana
• gement skillsAbility to work independently with minima