T2 HSIA Engineer
Description For T2 HSIA Engineer
The Tier 2 Technical Support Specialist position at Staff4Me is a crucial role in their Network Operations Center (NOC), focusing on providing advanced network support and troubleshooting. The role involves responding to service tickets and handling local and remote network support to meet service level agreements. The ideal candidate should have strong networking fundamentals, including experience with wireless systems, VLAN environments, and general routing/switching/firewalling across various platforms. The position requires a logical and analytical mindset, with emphasis on both autonomous work and team collaboration. The role operates in a 24/7 NOC environment, offering flexible shifts including evenings, overnight, and weekends. The position provides opportunities for growth and development while working with various networking technologies including Aruba, Ruckus Virtual SmartZone, Eleven OS, and Cisco Meraki. The role combines technical expertise with customer service, requiring strong communication skills and attention to detail.
Responsibilities For T2 HSIA Engineer
- Liaise with staff, property management groups, ISP's, and other vendors
- Perform high level and in-depth network monitoring
- Troubleshoot and diagnose network, hardware, and ISP issues
- Adhere to service level agreements (SLAs)
- Handle Tier 1 and outsourced support ticket escalations
- Analyze and identify system wide issues
- Educate and present solutions for clients
- Deliver training and development of Tier 1 agents
- Identify trends in support tickets and diagnose underlying causes
- Work with other departments to address client requests efficiently
- Provide insight to Tier 3 agents and support managers
- Write detailed documentation on issues
Requirements For T2 HSIA Engineer
- Bachelor's degree or equivalent work experience with networking
- 3+ years of experience providing technical support and/or customer service
- Good to excellent English communication skills (both written and oral)
- Experience with troubleshooting and documenting network-related problems
- Experience with quality assurance or desktop support
- CCENT, CCNA, CCNP, Network+ certification
- Strong command of English language, both verbal and written
- Ability to maintain regular consistent, punctual, and professional attendance
- High attention to detail and accuracy
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