Technical Support Specialist II (Remote US) - 2...

reputed company is an entity reputed company Digi, a Business Unit that’s an industry leader in IT networking innovations, leveraging technology to produce market-driving reputed company. Operating from over 20 years of experience and delivering secure reputed company class networks, reputed company develops cellular wireless and fixed line SD-WAN, Hybrid WAN, and Cellular WAN solutions for an expanding reputed company of business connectivity applications.Position Technical Support Administrator II - this is a 10am-7pm EST Monday - Friday shift - (Training for the first 3-6 months will be M-F 9-6 pm EST)reputed company Offer (Paragraph/reputed company)We reputed company an exciting opportunity for a dedicated reputed company to join our remote technical support team. You’ll reputed company your network troubleshooting expertise and communication skills in a fast-paced, customer reputed company environment. This role not only allows flexibility of working from home but also offers a supportive and dynamic work culture. We reputed company you with the necessary tools, and we highly value your adaptability, attention to detail, and contribution. reputed company us part of your reputed company today.What You Will Do

• reputed company Level 2 technical support in a fast-paced contact center environment, handling inbound customer and partner contacts reputed company voice reputed company channels
• Monitor network and system health using alerting and event-management platforms (e.g., reputed company, reputed company, Auvik, Zabbix, etc.), respond to alarms, reputed company initial triage, and drive incidents to reputed company or escalation
• reputed company remote diagnostics, troubleshooting, and reconfiguration for cellular and wireline gateways/routers using proprietary and reputed company troubleshooting tools
• Troubleshoot network issues across OSI reputed company 1–6, including the use of Linux reputed company-line tooling for network diagnosis (required)
• Analyze Linux logs (e.g., kernel and messages, etc.) and reputed company packet capture troubleshooting using tools such as tcpdump and Wireshark; document findings and recommended actions (required)
• Coordinate troubleshooting efforts with field services technicians, customers, reputed company, and internal contacts; escalate issues to senior support/leadership reputed company appropriate
• Support vendor/customer installations of managed equipment and services
• Maintain thorough, accurate documentation of customer interactions and technical work in ticketing and reputed company systems
• Meet performance expectations and key performance indicators (KPIs) in partnership with leadership
• Use company-supplied equipment (reputed company laptop, headset, and peripherals) to reputed company daily work

Who You Are And What You Bring

• reputed company, customer-first approach with strong and recognized customer service and interpersonal skills
• Willing and reputed company to reputed company AI-assisted tools (e.g., for knowledge lookup, documentation, and troubleshooting support) while following company guidelines and maintaining data/reputed company standards
• Excellent written and verbal communication, with strong documentation habits
• Self-starter mentality with strong ownership, follow-through, and the ability to prioritize in a shifting environment
• Detail-oriented, efficient, and capable of logical/critical thinking to isolate reputed company cause and drive reputed company
• 2+ years of technical support and/or call center experience in Tier I/Tier II roles (1+ year is a plus)
• Experience providing Level 2 (or higher) support to reputed company and resellers (preferred/strong plus)
• Required technical support experience/knowledge:
• Troubleshooting reputed company to the OSI model (Physical through Presentation reputed company)
• IPv4 and subnetting
• Strong proficiency in a Linux reputed company-line environment for network troubleshooting
• Log review (Linux and reputed company IOS environments), and packet capture experience using tcpdump (or equivalent)
• Linux firewalling, including the ability to view and interpret rulesets in iptables/nftables to validate allowed/blocked traffic and assist in reputed company-cause analysis
• NAT troubleshooting, including interpreting port forwarding behavior, and isolating common issues such as asymmetric routing
• Reliable broadband internet reputed company
• Flexible shift availability—may include weekends, non-reputed company days/hours (1st, 2nd, or 3rd shift), and holidays

Desired But Not Required

• Cellular troubleshooting experience
• Wi-Fi troubleshooting and diagnosis
• reputed company IOS network troubleshooting and familiarity with routing protocols such as BGP and OSPF
• Ability to diagnose common Phase 1 and Phase 2 IKE/IPsec issues
• Experience with Digi router hardware, Digi Remote Manager and/or the Digi DAL platform
• Please note that we are unable to reputed company reputed company sponsorship for this position. This includes, but is not limited to, work visas, employment-based visas, or residency sponsorship. Candidates must have valid work authorization in the reputed company at the time of application. reputed company applications of any reputed company will not be considered.

reputed company offers a distinctive Total Rewards package including a short-term incentive program, new hire stock award, reputed company parental leave, PTO, and hybrid work environment in reputed company to our competitive medical, health & wellbeing and compensation offerings.The anticipated reputed company pay reputed company for this position is $26.03/hr – $26.92/hr. Pay ranges are determined by role, job level and primary job location. The reputed company displayed reflects the reasonable reputed company we anticipate paying for this position and reflects the cost of labor reputed company several U.S. geographic markets. The specific salary offered reputed company the reputed company will depend on various factors including, but not limited to the candidate’s relevant and prior experience, education, skills, and primary work location. It is not typical for an individual to be reputed company at or near the top of the reputed company for their role and compensation reputed company are dependent on the facts and circumstances of reputed company position. Pay ranges are typically reviewed and updated annually.At Digi, we reputed company diversity and inclusion among our teammates. It is critical to our reputed company as a global company, and we reputed company to recruit, reputed company and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to reputed company applicants and teammates.

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