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L2 Technical Support Representative – Service Delivery
Location: Chicago
Company: Confidential
The Opportunity:
We are seeking a highly skilled and motivated L2 Technical Support Representative for an exciting, fast-growing startup disrupting the traditional telecom space. This role will focus on supporting and troubleshooting telecommunications systems, including Voice over IP (VoIP), analog telephony, and LAN/WAN networking environments. The ideal candidate will possess a strong background in networking protocols, telecommunication systems, and a solid understanding of cellular technologies (4G, 5G, etc.). This position requires excellent problem-solving abilities, the ability to work under pressure, and a commitment to delivering top-notch technical support.
The Role:
Requirements:
Preferred Qualifications:
This position offers the opportunity to work in an innovative environment with cutting-edge technology while providing critical support in a high-growth industry.
#LI-MF1
Technical Support Specialist 2
Arlington Heights, IL 60005 US
Job Description
L2 Technical Support Representative – Service Delivery
Location: Chicago
Company: Confidential
The Opportunity:
We are seeking a highly skilled and motivated L2 Technical Support Representative for an exciting, fast-growing startup disrupting the traditional telecom space. This role will focus on supporting and troubleshooting telecommunications systems, including Voice over IP (VoIP), analog telephony, and LAN/WAN networking environments. The ideal candidate will possess a strong background in networking protocols, telecommunication systems, and a solid understanding of cellular technologies (4G, 5G, etc.). This position requires excellent problem-solving abilities, the ability to work under pressure, and a commitment to delivering top-notch technical support.
The Role:
- Provide technical support and troubleshooting for VoIP systems, including protocols such as SIP, RTP, TLS, and SRTP.
- Diagnose and resolve issues related to analog telephony systems, including legacy lines, fax machines, and analog gateways.
- Support and troubleshoot LAN/WAN networking technologies, including TCP/IP, DNS, DHCP, NAT, and routing protocols.
- Assist with the configuration, deployment, and support of networking equipment like switches, routers, and firewalls.
- Monitor and troubleshoot network performance issues affecting voice communications, including quality of service, latency, jitter, and packet loss.
- Assist with the deployment and troubleshooting of cellular technologies (4G, 5G, LTE) as they relate to telephony and networking.
- Collaborate with internal teams to diagnose and resolve complex technical issues.
- Maintain accurate documentation of support activities, including updates to ticketing systems and knowledge bases.
- Provide guidance and training to customers and junior team members as needed.
- Stay updated on emerging technologies and industry trends related to VoIP, networking, and cellular communications.
Requirements:
- Proven experience in a technical support role focusing on VoIP, telephony, and networking technologies.
- Hands-on experience with analog telephony systems and devices.
- Solid knowledge of LAN/WAN networking, including experience with routers, switches, and firewalls.
- Ability to diagnose and resolve network-related issues, including performance bottlenecks and security concerns.
- Strong verbal and written communication skills, with the ability to clearly convey technical information.
- Excellent customer service skills with a focus on resolving technical issues efficiently and professionally.
- Ability to work independently and as part of a team in a fast-paced environment.
Preferred Qualifications:
- Knowledge of cellular technologies, including 4G, 5G, LTE, and their integration with telephony systems.
- Understanding of VoIP-related protocols such as SIP, RTP, TLS, and SRTP.
- Familiarity with cloud-based VoIP solutions and unified communications platforms.
- Experience with network monitoring and diagnostic tools (e.g., Wireshark, VoIP monitor).
- Certifications such as CompTIA Network+, CompTIA Security+, Cisco CCNA, or equivalent.
- Experience with Zendesk ticketing and call platform.
This position offers the opportunity to work in an innovative environment with cutting-edge technology while providing critical support in a high-growth industry.
#LI-MF1
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Ready to kickstart your career in the vibrant Arlington Heights, Illinois area? Explore our job opportunities today and discover the charm and endless growth possibilities this thriving region has to offer! Nestled in the heart of Cook County, IL, Arlington Heights boasts a diverse cultural scene, including the renowned Arlington Heights Historical Museum and Metropolis Performing Arts Centre. Not to mention, the tantalizing cuisine at local favorites like Ttowa Korean Bistro and Mago Grill & Cantina will surely delight your senses. With close proximity to Chicago, numerous parks like Lake Arlington, and easy access to watch games at the iconic Wrigley Field or United Center, Arlington Heights is the perfect place to advance your career while enjoying a rich tapestry of experiences. Don't miss out on the opportunity to make your mark in this dynamic area – apply now!