Technical Support Representative

Technical Support Representative 2

Provide advanced technical support for external customers, internal staff, and business partners. This role focuses on resolving moderate to complex technical issues, with specialization in network infrastructure, cloud systems, security platforms, and endpoint environments.

Technical Support Representative 2 are expected to take ownership of escalated cases, provide mentorship to Tier 1 technicians, and proactively monitor call queues, team activities, and SLA (Service Level Agreements) compliance. This position bridges Tier 1 and senior support teams, requiring strong troubleshooting, diagnostic, documentation, and communication skills.

You'll work independently and collaboratively across IT and engineering teams to identify root causes, implement fixes, improve customer satisfaction, and support continuous service improvement initiatives.

What you'll be working on:

• Deliver second-tier technical support via phone, email, chat, and remote access tools, ensuring high-quality customer service and case resolution.
• Troubleshoot and resolve medium to complex issues related to: Networking (LAN/WAN, DNS, VPN, DHCP, routing, NAT), Security products (firewalls, email/web filtering, antivirus), Cloud-based systems (Microsoft 365, Azure, AWS), Endpoint devices (Windows/macOS/Linux clients).
• Assist with onboarding, configuration, and optimization of IT infrastructure and security products in customer environments.
• Use advanced diagnostic tools and logs (tcpdump, Fiddler, browser dev tools, event logs, syslog) to isolate issues.
• Escalate unresolved or high-severity incidents to senior tiers or engineering team, with detailed documentation and pre-analysis.
• Monitor call queues and team activities to ensure workflow balance and SLA adherence.
• Mentor Tier 1 technicians, review their escalated tickets, and provide training or coaching when needed.
• Maintain accurate and detailed case notes, troubleshooting steps, and known issues in both internal and customer-facing knowledge bases.
• Identify recurring problems or bugs and contribute to root cause analysis and product feedback loops.
• Stay current on emerging technologies, vendor updates, and cybersecurity threats.

What you bring to the role:

Education: Bachelor's OR associate degree in computer science, Information Technology, Cybersecurity, or related field OR equivalent technical certifications with relevant industry experience

Experience: 2 - 5 years of hands-on experience in a technical support, network support, or infrastructure support role Proven success working directly with customers in a high-volume support environment Experience in environments using cloud, SaaS, and hybrid infrastructure is highly valued

Certifications (preferred, NOT required): CompTIA Network+, Security+, or CySA+ Cisco CCNA or CCNP Microsoft 365 Certified: Modern Desktop Administrator or Azure Administrator ITIL Foundation Certification

Technical Skills: Advanced understanding of TCP/IP, UDP, DNS, DHCP, and common Layer 7 protocols (HTTP/S, SMTP, POP3, IMAP, FTP) Experience or familiarity with firewalls, load balancers, and VPNs, etc. Proficiency in Windows Server, Active Directory, Linux, and endpoint management tools Familiarity with Microsoft 365, Exchange Online, SharePoint, Intune, and Azure AD Working knowledge of ticketing systems (Jira or Salesforce) and ITSM (IT Service Management) frameworks. Understanding of OWASP Top 10, SSL/TLS, or general cybersecurity principles. Ability to analyze logs and traffic using Wireshark, tcpdump, Fiddler, or browser dev tools. Experience with cloud platforms like AWS or Azure is a plus. Competency with scripting or automation tools (e.g., PowerShell, Bash, Python) is desirable.

Soft Skills & Attributes: Strong analytical thinking and structured problem-solving approach Customer-first mindset with excellent communication and sense of urgency Leadership potential and ability to guide or coach Tier 1 staff High attention to detail and personal accountability for tasks and case outcomes Collaborative and adaptable in a fast-paced, evolving tech environment Continuous learner, driven to stay current with tools, tech, and trends Team player with a positive attitude and maintain resilience in critical situations.