Technical Support Analyst/Tier 2 Wi-Fi Support

Tier 2 Technical Support

Deep Blue Communications is a leader within the wireless networking industry. We specialize in Hospitality, Retail, and outdoor Wi-Fi deployments with a heavy focus on the end-user and customer. We sell, install, and maintain wireless networks for customers ranging from a single hotspot to over 1,000 access points supporting upwards of 10,000 users. Deep Blue has grown at least 40% for 3 consecutive years, and we are not slowing down. We need hungry, competitive minded members that can work in an extremely fast paced environment. The opportunity from entry level upwards is extremely high at Deep Blue. We look forward to hearing from knowledgeable, fast-paced candidates who are looking to contribute right away!

Job Description As a Tier 2 Representative with our company, your job will include (but is not limited to) the following:

• Understanding of TCP/IP protocols.
• Understanding of the OSI Network model.
• Thorough Documentation skills.
• Proficient typing skills (directly related to the documentation aspect).
• Accountability and ownership of issues you will be working on.
• Customer Service experience (phone or in person).
• Ability to work in a fast paced environment.

Preferred experience:

• 2 year of providing support to less savvy end users.
• 2 Year Experience in a dedicated network support environment.
• Associate’s degree in an IT Related Field.
• Experience working with an escalation process.
• As a Tier 2 Technician with our company, your job will include (but is not limited to) the following: – Resolving escalated tickets efficiently – Troubleshooting network issues via remote software suite (wired and wireless) – Communicating with end users and your helpdesk team to properly follow up on issues – Identify and escalate to Tier 3 – Configuration of network devices

Required experience:

Networking, network engineering, technical support: 2 years

Compensation Package

• Competitive salary starting at $14 and ranging to $18 per hour
• Company contribution for Health Care and Dental Care
• 401(k) Plan
• Reimbursement for select Certification Exams (Such as CCENT, CCNA, CCNP) 2 Weeks PTO per year, increasing based on tenure
• 7 Company Holidays per year

Job Type: Full-time

Required education:

• Associate

Required experience:

• Technical Support: 2 years