Tier 2 Technical Support Specialist - HSIA

Cloud5 is the leading communications technology and services provider to customer- centric brands across the Americas. The company’s fast, reliable Internet solutions and flexible voice systems enhance the guest experience and resident satisfaction at more than 5,000 hotels, MDUs, and commercial facilities. Cloud5’s award-winning Contact Center combines innovation with skilled, highly tenured agents to deliver sales and service that add value across any channel. The company’s 24/7 Managed Services Division provides outsourced technical strategy, management and monitoring to help customers control operating costs and free up internal resources.

We are seeking Tier 2 Technical Support Specialist , in our Chicago,IL office.

The Tier 2 Technical Support Specialist responds to service tickets and requests for local and remote network support in order to meet service level agreements. Troubleshooting and resolving hardware, software, application, network, user access, and all related issues are part of the daily routine.

PRIMARY RESPONSIBILITIES INCLUDE, but are not limited to:

• Liaise with staff, property management groups, ISP’s, and other vendors to ensure that change orders are well communicated, well thought out, and efficiently executed through to completion with minimal service disruptions for all parties
• Perform high level and in-depth network monitoring, as well as troubleshooting and diagnosing network, hardware, and ISP issues
• Adhere to general and property specific service level agreements (SLAs)
• Address and handle Tier 1 and outsourced/overflow support ticket escalations
• Analyze and identify larger global/system wide issues and present or escalate these to Tier 3 agents for additional input and resolution
• Use advanced knowledge of networks, policies and procedures, and best practices to educate and present solutions for clients
• Deliver ongoing training and development of Tier 1 agents
• Dig below the surface and identify trends in support tickets, diagnose underlying cause, and take appropriate actions
• Work closely with other departments (installations, provisioning, sales, software, accounting, etc.) to make sure that client requests/issues are channeled and addressed efficiently
• Offer “frontline” insight to Tier 3 agents and support managers to ensure best practices and SOP’s are developed or modified to achieve maximum efficiency and employee satisfaction
• With a strong attention to detail, write up detailed documentation on issues, collect and aggregate data from multiple sources to effectively gather information and analyze potential problems

QUALIFICATIONS

• Bachelor’s degree or equivalent work experience with networking
• 3+ years of experience providing technical support and / or customer service
• Ability to maintain regular consistent, punctual, and professional attendance
• Dedication to performing duties in an efficient, professional, and courteous manner with a high attention to detail and accuracy
• Experience with trouble shooting and documenting network related problems
• Experience with quality assurance or desktop support
• CCENT, CCNA, CCNP, Network+, etc.
• A strong command of the English language, both verbal and written (fluency in other languages is an asset)

It is the policy of Cloud5, as an equal opportunity/affirmative action employer, to hire the best qualified people available without regard to race, creed, color, sex, sexual orientation, marital status, age, national origin or ancestry, religion, status with regard to public assistance, order of protection status, disability, or veteran status.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance