Tier 2 Specialist

General Summary:

The Tier 2 Specialist is assigned to Technical Support and reports directly to the Director of Technical Support. The core responsibility of a Tier 2 Specialist is to handle trouble tickets escalated from the Tier 1 team with the goal of reducing truck rolls for Field Services. Handling escalated tickets from Tier 1 Support requires working very closely with the customer until issues are resolved. The Tier 2 Specialist is well versed in the platforms associated with this equipment, including but not limited to: Metaswitch, Adtran, CMTS, CPNR, etc. Tier 2 Specialists must be team players, work well with others and deal effectively with the customer.

Essential Job Functions:

The essential job functions include but are not limited to the following:

• Proficiency with computers and windows-based software.
• Ability to express oneself clearly and concisely both verbally and in writing.
• Knowledge of telecommunication systems and protocols.
• Ability to deal effectively with customers and employees.
• Ability to work with minimum supervision.
• Must have good listening skills.
• Perform all duties that Director of Technical Support or Lead Tier 2 Specialist may assign.

Knowledge, Skills, and Abilities:

• Leadership - Inspires and motivates others to perform well, provides vision and inspiration to peers, and gives appropriate recognition to others. Exhibits sound judgment, make good decisions, and is willing to learn.
• Professionalism – Maintains a professional appearance. Approaches others tactfully, reacts well under pressure and treats others with respect and consideration regardless of their status or position. Accepts responsibility for own actions and follows through on commitments.
• Interpersonal Skills - Focuses on resolving conflict vs. blaming others, maintains confidentiality, and is open to coaching and innovative ideas.
• Communications - Speaks clearly and persuasively in positive and negative situations, listens and gets clarification, and responds well to questions. Adept at composing professional business correspondence. Must possess excellent client-facing and internal communication skills.
• Teamwork – Provides and welcomes feedback, contributes to a positive team spirit, and supports team members' efforts to succeed.
• Organizational Support - Follows policies and procedures and completes administrative tasks correctly.
• Planning and Organizing - Prioritizes and plans work effectively and uses work time efficiently.
• Interpretation – Able to read, analyze, and interpret instructions, contracts, policies, documents, and regulations.
• Computer Skills – Possesses solid operating knowledge of Microsoft Word, Excel, and Outlook.
• Job Knowledge – Must have a solid understanding of networking fundamentals Wired and Wi-Fi.
• Flexibility – Must be able to work outside regular business hours when necessary.

Qualifications:

• Knowledge of RF fundamentals to understand related system issues using software applications.
• Knowledge of hybrid fiber coax cable system as it relates to Cable modem Service and legacy STB and IP TV
• Knowledge of telecommunication systems and protocols to troubleshoot all DSL platforms.
• Ability to work independently and make sound technical decisions using the information at hand.
• Proficiency with computers and windows-based software.
• Ability to express oneself clearly and concisely both verbally and in writing.
• Ability to deal effectively with customers and employees.
• Desire to take ownership of projects.
• Ability to troubleshoot complicated problems.
• Ability to interpret various instructions furnished in written, oral, diagram, or schedule form.
• Working knowledge of DSL, FTTH, Cable Modem, Telephone.
• Ability to work with minimum supervision in a work from home environment.
• Ability to adjust work schedule to support shifts of various lengths and start/stop times based on workload.
• Meet physical demands outlined in the physical demands section of this job description.
• Two years of experience working with cable systems wired or wireless data networks.
• Experience with home related Wired or wireless networks.
• 2-year technical degree or 5 years in telecommunications industry familiar with installation practices
• CCNA is a plus.

• High school diploma or GED, or equivalent combination of education and experience.
• Must pass a pre-employment background check, including pre-employment drug test and criminal history.
• Duties may be performed remotely; if so, reliable internet service with access to minimum bandwidth required to support remote access to perform Tier 2 Specialist tasks with various software applications is required.
• Must have reliable transportation as position may include travel to other service areas, which could include an overnight stay.

Physical Demands:

An employee must meet the physical demands described here to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this position, the employee is regularly required to talk and hear. The employee is regularly required to use hands or fingers; to handle or feel objects, tools, or controls. The employee must regularly stand; walk; sit and reach with hands and arms. The employee must frequently lift and/or move at least 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. Must be available to occasionally work after regular business hours, based on the company's needs.