The Role
Provide L2 escalated technical support and troubleshooting for EMM, CDN, and IoT SmartCities products. Work directly with customers to resolve complex tickets, escalate to Tier 4 vendors when needed, and ensure timely resolution and customer satisfaction. Require strong networking fundamentals, service assurance background, and fluency in Japanese and English.
Summary Generated by Built In
Requirements:
- Basic Telecom, MS Office, ATT Products, Networks Fundamentals, Network Design Level 1 and 2
- Excellent written and verbal skills in Japanese and English
- Technical Support serving as escalation resource to resolve complex issues with the following products; Enterprise Mobility Management (EMM) Content Delivery Network (CDN) and IoT SmartCities. Works directly with customers to resolve problems tickets escalated from Tier 2. Escalates issues to Tier 4 vendors as appropriate. Ensure customer satisfaction through timely resolution of escalated issues. Internet Protocols (HTTP, DNS, TCP/IP, ICMP), Internet Components (routers, proxies, gateways, servers), Technical Support, Customer Facing, Troubleshooting Skills
- Should have strong networking service assurance background
Desired:
- May monitor and train junior engineers and act as subject matter experts for customer and AT&T organizations
- Determine feasibility of technical solutions. Assist in root cause determination of network and related problems
- Should have knowledge of Lan protocols like STP, RSTP, DTP, VTP, HSRP, VRRP etc
- Should have knowledge of WAN protocols like EIGRP, OSPF and BGP. Should have good and working knowledge of MPLS
- Should have knowledge of Wireless, including Controllers based Access Points
Skills Required
- Basic Telecom knowledge
- MS Office proficiency
- AT&T Products knowledge
- Network fundamentals
- Network design Level 1 and 2
- Excellent written and verbal skills in Japanese and English
- Technical support escalation experience for EMM, CDN, and IoT SmartCities
- Experience resolving tickets escalated from Tier 2 and escalating to Tier 4 vendors
- Troubleshooting skills and customer-facing technical support experience
- Knowledge of Internet protocols: HTTP, DNS, TCP/IP, ICMP
- Familiarity with network components: routers, proxies, gateways, servers
- Strong networking service assurance background
- Ability to monitor and train junior engineers / act as SME
- Assist with feasibility and root cause determination of network problems
- Knowledge of LAN protocols: STP, RSTP, DTP, VTP, HSRP, VRRP
- Knowledge of WAN protocols: EIGRP, OSPF, BGP and working knowledge of MPLS
- Knowledge of wireless technologies including controller-based access points
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The Company
What We Do
NexusCorp LLC (operating as Nexus Corporation) helps businesses achieve their goals through custom software development, IT consulting, statement-of-work delivery, contingent workforce and direct-hire solutions, and payroll services. It designs, builds, tests, and maintains scalable digital applications; analyzes systems to improve technology use; and supplies specialized professionals and structured project delivery. Its client-first approach emphasizes compliance, integrity, innovation, and tailored business outcomes.
