Technical Support Specialist II

Working Location: MASSACHUSETTS, WESTBOROUGH 

Workplace Flexibility: Onsite

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Job Description

The Technical Support Specialist II plays a vital role in the ESE Digital Enablement team, reporting directly to the Senior Manager of Support Operations. This position involves a wide range of responsibilities, including providing expert technical support for software, cloud monitoring, and integration as well as serving as the point of escalation for our regional support teams. The TSS II will act as a liaison between regional support teams, product teams, and engineering, facilitating effective communication and resolution of complex technical issues.

Job Duties

• Investigate and resolve technical issues in a timely manner.
• Serve as a bridge between support teams.
• Collaborate with internal and external stakeholders to provide effective solutions.
• Accept escalations from multiple departments and individuals and provide resolutions.
• Escalate tickets to Dev, Engineering, or Level 3 for higher expertise.
• Inform management about operational progress and gaps on a regular basis.
• Responsible for creating detailed documentation when escalating, providing resolution, and developing Root Cause Analysis
• Monitor the support Q and identify and address issues with priorities.
• Communicate and cooperate efficiently with customers, vendors, and partners.
• Adopt the best practices and maintain continuous improvement in all the support-related areas.
• Develop and maintain knowledge base articles and assist customers and internal stakeholders in utilizing KBAs effectively.
• Participate in on-call rotation to provide 24/7 support for critical issues and emergencies.

Job Qualifications

Required:

• Bachelor’s degree (BS) is required
• Experience with CRM and ticket management systems.
• Good understanding of security, cloud, and protocols.
• Skilled in Linux/Unix and WIN/MS Suite, with experience with servers, DB, DC, VMs, and some scripting concepts.
• Excellent communication skills and effective communication of technical concepts are essential.
• A proven track record of delivering high-quality customer service and support is required.
• Demonstrated work experience in the IT support field, covering software, hardware, and networking.
• Proficient in Windows, Linux, and Mac OS environments, with practical experience.
• Skilled in resolving configuration problems, software installations, and break/fix issues.
• Good understanding of technical devices, production systems, and IT products.
• Ability to diagnose and troubleshoot complex technical problems.
• Familiarity with (RDA) remote desktop applications.
• Excellent communication and problem-solving abilities.
• Capability to provide step-by-step technical assistance in written and verbal forms.
• Understanding of Cloud computing platforms such as AWS, Azure, and Google Cloud.
• Clear understanding of support delivery and the support services cycle.
• Expertise in Root Cause Analysis development.
• Good comprehension of Networking and VPN structure.
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