Technical Support Network Specialist

High Wycombe
09 Nov 2018
12 Nov 2018
Contract Type
Full Time
Job Description

Summary:The Tier 2 Support Specialist serves as a subject matter expert for the Global Support Community. This position serves as an escalation point for Global Support concerns that cannot be addressed at the Tier 1 level and as a sounding board to the Product Management team as it relates to technical product requirements and quality concerns. This role resolves complex customer concerns and relays case resolutions to both internal team members and external customer representatives.

In addition, this position requires:

Flexible work hours (occasional shift work). Logging all queries, problems and requests in the support database. Exemplary organizational & communication skills. Sound troubleshooting skills. Attention to detail. Ability and desire to learn new applications and related hardware components. Participation in an on-call (after hours), emergency service rotation.

Essential Education & Experience:

A college degree in Information Technology, Information Systems or Engineering. At least three years hands on experience in a PC/network helpdesk or technical support environment. Real world experience in IP networking covering LAN and WAN hardware (routers, firewalls etc) configuration, wireless, low level protocol knowledge (RTP, TCP/IP, UDP), IGMP and Multicasting. Working knowledge of MJPEG, MPEG4, H.264 and video compression technologies. Fundamental knowledge of technical security systems such as CCTV, alarms, and access control. Working knowledge of basic electronics, such as Ohms Law, voltage drops, AC/DC circuits, etc. Experience processing RMA requests for defective hardware.

* JavaScript or HTML.

* Configuration

Desirable Education & Experience:

One or more entry/mid-level IT certifications such as A+, Network+, Security+, DELL TechDirect, CCNA, or the like. One or more industry related certifications, such as IPVM Camera Course, IPVM Advanced Video Surveillance, manufacturer based camera training, or the like. Prior field experience installing, servicing and troubleshooting security systems and associated hardware. Ability to interpret blueprints, diagrams and technical specifications. Fundamental knowledge/experience of

* Storage solutions (DAS, NAS, SAN).

* ActiveX, and maintenance of complex switched and routed networks.

* Windows Operating Systems – especially Windows Server 2008 & 2012, including installation, troubleshooting, and management.

* Fluency in speaking/writing in Spanish and/or French a plus.


Strong troubleshooting and problem solving skills. Five star customer service skills. Ability to multi-task and prioritize. Effective Project Management, Time Management & Conflict Resolution skills. Be self-motivated, with a constant desire to learn and challenge yourself. Advanced verbal and written communications skills. Ability to translate complex solutions into written, customer-friendly reports and/or knowledge base articles. Friendly demeanor. Ability to work independently or in a team environment. Work well under pressure and during occasional periods of high stress, working in a dynamic environment with constant changes and growth. Ability to sit for long periods of time. Must be comfortable with up to 50% travel, sometimes on short notice, and occasional after-hours support requirements

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