Network IT Specialist
R
RockbotMedia technology
Location: RemoteFull-TimeMiddle
Salary$60k-$75k
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Job Details
- Experience
- 3+ years
- Required Skills
- ZendeskTechnical support
Requirements
- 3+ years in a Tier 2, escalation, or advanced technical support role within SaaS, IoT, AV, media technology, or related environments.
- Strong networking fundamentals, including TCP/IP, VLANs, firewall configuration, and connectivity troubleshooting.
- Hands-on experience troubleshooting hardware and device-level issues.
- Skilled at structured problem solving and systematic root-cause analysis.
- Experience with Zendesk or similar support platforms, including workflow configuration or administration.
- Experience supporting enterprise or high-touch customer environments.
- Strong written and verbal communication skills with both technical and non-technical audiences.
- Comfortable operating in fast-paced environments with shifting priorities.
- Exposure to AI-enabled support tooling, automation workflows, or Copilot-style systems.
- Strong operational instincts with experience improving documentation, workflows, or support processes.
- Occasional holiday coverage and on-call responsibilities are required.
Responsibilities
- Own escalated Tier 2 technical cases across networking, firewall configuration, hardware troubleshooting, player setup, connectivity failures, and platform-level issues.
- Diagnose root cause through systematic troubleshooting and isolation techniques in complex customer environments.
- Escalate issues to Product and Engineering with clear reproduction steps, technical context, impact assessment, and supporting data.
- Serve as a technical resource for enterprise and high-touch accounts with complex or customized environments.
- Partner on the rollout, optimization, and administration of Zendesk AI Co-Pilot and related support tooling.
- Build and maintain internal troubleshooting guides, escalation procedures, and operational playbooks.
- Analyze escalation trends, technical themes, and failure patterns to identify product and operational improvement opportunities.
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