Technical Support, Tier 2 (Escalations)
You catch what Tier 1 cannot crack. Deep troubleshooting across the network, voice stack, and customer premises, and the fixes that keep small problems from becoming outages.
What you'll do:
- Own escalated technical issues from Tier 1 through to resolution.
- Troubleshoot across OSP, ONT/ONU, SIP/voice, and provisioning.
- Coordinate with NOC/SOC and field operations on complex faults.
- Identify root causes and feed fixes back into runbooks.
- Mentor Tier 1 and improve first-call resolution.
- Document everything so the next person is faster.
What we're looking for:
- 3+ years in technical support, NOC, or network operations.
- Solid grasp of IP networking, DNS, DHCP, and SIP/VoIP.
- Familiarity with fiber/PON or Active Ethernet a strong plus.
- Methodical troubleshooter who documents well.
- Comfortable owning hard problems end to end.
- Calm, clear, and relentless about resolution.
Or email [email protected].