Technical Support Tier 2 Specialist Jobs in Texas

Strong verbal and written communication skills and ability to work with all levels of management

Understand configuration management with tools such as Forward Networks and HPNA

Cloud or SDN knowledge and experience

Identify possible production failure scenarios, vulnerabilities, and opportunities for improvement, and take ownership of escalation

5+ years experience with Network technologies:

Experience with troubleshooting complex networking problems

Demonstrated organizational and time management skills with the ability to prioritize and manage many support channels at the same time

Excellent interpersonal/customer relations skills; clear and concise verbal and written communicator with the ability to effectively prevent or mediate conflict

Experience with Salesforce, Zendesk, Intercom, or other help desk software

Bachelor's Degree or equivalent experience

Benefits for the Whole Family:

Two years proven track record of communicating resources, steps, and identifying escalations or comparable demonstrated technical support proficiency

Tier 2 Technical User Support role

This is for the Business Information Delivery Team (BID)

Currently 3 folks on the team

There are approx. 1200 end users that access their Enterprise Data Warehouse.

This team answers questions, mostly via email, from end users regarding Data Warehouse.

Most are access issues, requesting access, trying to query or find queries.

Tier 2 Technical User Support role

This is for the Business Information Delivery Team (BID)

Currently 3 folks on the team

There are approx. 1200 end users that access their Enterprise Data Warehouse.

This team answers questions, mostly via email, from end users regarding Data Warehouse.

Most are access issues, requesting access, trying to query or find queries.

Take ownership of support cases and manage them to resolution in a timely manner

Report to and work with the Tier 2 Manager on various projects that may arise

Excellent written and verbal communication skills

Solid understanding and working knowledge of the following aviation tools or concepts

General computer operating experience, including Google suite, web-based applications, iOS applications, and iOS/OSX hardware.

Analyze reports from customers regarding bugs, crashes, or other unintended app or website behavior

Works with management team to identify hardware standards

Strong critical thinking, problem solving, and decision-making skills required

Excellent customer service and relationship building skills

Excellent troubleshooting and analytical skills, with the ability to perform RCA where required

Foundational knowledge of scripting languages such as PowerShell a plus

Experience in managing large scale and multi-location projects, preferred