Network IT Specialist
New
R
RockbotMedia Technology
Pay may vary depending on your location in the U.S.Full-TimeMiddle
Salary70,000 - 100,000 USD per year
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Job Details
- Experience
- 3+ years
- Required Skills
- IoTSaaSZendesk
Requirements
- 3+ years in a Tier 2, escalation, or advanced technical support role.
- Experience in SaaS, IoT, AV, or media technology.
- Strong networking fundamentals (TCP/IP, VLANs, firewall configuration).
- Hands-on experience troubleshooting hardware and device-level issues.
- Skilled at structured problem solving and root-cause analysis.
- Experience with Zendesk or similar support platforms.
- Experience supporting enterprise or high-touch customer environments.
- Exposure to AI-enabled support tooling or automation.
- Strong written and verbal communication skills.
- Operational mindset with experience improving documentation.
Responsibilities
- Own escalated Tier 2 technical cases across networking, firewall configuration, hardware troubleshooting, and connectivity.
- Diagnose root cause through systematic troubleshooting.
- Escalate issues to Product and Engineering with technical context.
- Partner on the rollout and administration of Zendesk AI Co-Pilot.
- Build and maintain internal troubleshooting guides and operational playbooks.
- Coach team members on diagnostic thinking.
- Analyze escalation trends and surface improvement opportunities.
- Participate in on-call rotation and provide occasional after-hours coverage.
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