Level 2 Support is responsible for the in-depth technical support for the Global Customer Support (GCS) operations, customer training of product implementations and assisting Level 1 support when required. They are experienced Support Engineers and qualified technicians able to analyze problems and offer solutions to issues that cannot be addressed by L1 Engineers. They have a higher level of technical expertise and more experience in solving complicated technical problems for EPIC iO’s line of AIoT products and services, including Video solutions, IoT Sensors, Mobile Surveillance Units, Universal IoT Gateways and others.

They interact directly with external and internal customers to solve problems while maintaining a professional and friendly attitude. They can efficiently diagnose issues to provide fixes and permanent solutions to problems. They would be a self-starter with strong organization skills, attention to detail, and comfortable working in a fast-paced environment.

Responsibilities & Tasks

• Resolve complex issues requiring detailed systems and applications knowledge that have been escalated from the L1 support. Including but not limited to: Repair device configuration-Investigate and repair network outages -Escalate to correct department/tier as necessary -Configuration of camera analytics on RMA-Configuring/troubleshooting RMA cameras - Monitoring and supporting customer’s infrastructure, which consists of UIG’s, HBM’s, cameras, sensors, network status, cloud service, or any EPIC iO application environment that is part of the EPIC managed services portfolio.
• Train users or other EPIC iO members on proper use of hardware and software.
• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Use ticketing system (Zendesk) to manage and prioritize work and provide constant communication and updates to customers.
• Manage workload to meet internal performance indicators related to response time, resolution time, customer satisfaction, productivity, and backlog.
• Work with L3 and other operations teams to provide end-to-end resolution and superior customer experience.
• Ability to make recommendations for network planning and system upgrades.
• Review daily/periodic network device status and identify any issues.

Required Qualifications

• Fluent English as a second language
• Self-driven and proactive professional with proven experience of working in fast pace and rapid growth and changing environments.
• 3+ years of experience as a technical L2 Customer Representative or equivalent professional experience
• Working knowledge, experience and troubleshooting of basic networking concepts such as WAN vs LAN, VPN, firewall configuration, etc.
• Computer Science degree, technical education degree or certification, or equivalent experience.
• Great soft and interpersonal skills
• Quick decision maker
• Basic cloud computing skills
• Understand and maintain network documentation.
• Basic knowledge and experience of operating systems, including Windows and Linux environments

Desired Qualifications

• Experience in Zendesk Support.
• Experience with RMM software, preferably ConnectWise Control and Cradlepoint NCM.
• Experience in creating operational or support processes and maintaining a knowledgebase.
• Experience with IP-based cameras.
• Understanding of how video codecs such as h264 and h265 work.
• Experience with Video Management Systems (VMS).

Physical Requirements

• Adequate physically space to work remotely