Tier 2 Technical Support Engineer | Systems Administrator  

In this position, you will resolve technical customer issues ranging from routine to difficult within the Cascadeo network and/or client’s network. Perform Inter-Operations response and resolutions to Cascadeo customers. Review hourly and daily monitoring/reporting activities on multiple network elements/services and take immediate action if necessary. Coordinate event management to restoration of service. Develop and test procedures to conduct routine preventative maintenance on network services.

• Responsible for adhering to all standard operating procedures (SOP) and adhering to support Service Level Agreements (SLA).
• Self-motivated to learn and expand product and technical troubleshooting skills.
• Communicate the status of tickets (incident, service, change requests) to customers by providing clear, well-written technical updates in a timely fashion.
• Interact with a variety of monitoring, communication, automation and ticketing systems.
• Run a variety of command line scripts and use a variety of tools to resolve technical issues
• Read and understand step-by-step instructions and be able to execute on those instructions in a rapid fashion
• Document all client interactions from open to close via electronic ticketing system
• Seamlessly hand-off incidents between shifts and provide shift reports
• Maintain professional communications and attitude with customers
• Conduct client follow up to ensure client support requests have been completed to the client’s satisfaction
• Creation knowledge base or recipe for issues resolved by Tier 3
• Serve as Tier 2 escalation point for NOC escalations
• This is a shift-based position with rotation on-call for NOC escalations
• Assist/recommend development of automation agents to improve the efficiency and monitoring capabilities of the group.
• Work with the Tier 1 and Engineering teams to rapidly restore and maintain the network.
• Works directly with clients, internal staff and third party vendors to monitor, maintain and troubleshoot customers' IT environments.
• Handles calls/messages directly with clients, primarily from client IT staff and executives
• Assists on calls/messages escalated from Tier 1 support staff
• Provides timely, accurate and detailed feedback on problem status and resolution
• Reviews system logs and reports to review alerts, customer problems and issues
• Performs remote managements of client devices, including configuration changes, patching and upgrades and other requested services
• Perform triage and break/fix to resolve complicated issues reported by customers or via proactive monitoring solution; responds to customer inquiries and problems and initiates customer communications when appropriate
• Provide when needed leadership and management bridges to NOC Technicians during outages and provide management oversight during network events/outages.
• Respond to network activities as required, which will include supporting Service Level Agreement (SLA) commitments between network operations and internal/external customers
• Initiate communications between the NOC and (i) internal groups, (ii) external vendors, (iii) customers, and (iv) third party carrier/partners
• Manage incident, problem, service and change tickets in accordance with NOC change management guidelines and procedures
• Provide input and feedback to management during test and acceptance for the use and optimization of NOC management applications/tools
• Provide quality, timely, and accurate end-to-end support for any issues within defined areas of responsibility, including but not limited to phone, email and instant message (IM) contacts; document/track incidents in the ticketing system
• Document problems by accurately and completely recording relevant information in technical logs and trouble ticketing system, including diagnostic results, multiple product correlation, and escalation and repair performance information
• Properly follows escalation procedures when outage events and/or impairments are not resolved in the prescribed amount of time
• Research, recommend, implement and manage industry standard monitoring software.

• Degree in Information Technology or related Computer Science degrees.· 3+ years’ experience providing technical support of Linux and/or Windows-based systems and or applications.
• Working knowledge of Linux and Windows Server
• Experience scripting such as Bash, PowerShell or WSH.
• Strong analytical problem solving skills.
• Customer-focused attitude.
• Demonstrated ability and desire to learn new technologies quickly in addition to specialty skills.
• Organized, self-starter with an ability to work independently and as a team member to follow through on issues under minimal supervision.
• Fluent verbal and written English skills to communicate internally and with external customers.