Job Requirements
Cary, NC
Confidential Polygraph None
Career Level not specified
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Job Description
Job Title:
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We're looking for a to help deliver reliable, high-quality . In this role, you will troubleshoot complex network issues, support enterprise customers, and ensure system reliability while collaborating across teams to resolve incidents efficiently.
You will act as a key point of contact for customers, owning issues end-to-end and driving resolution with a strong sense of urgency and accountability.
Location
We're looking for a to help deliver reliable, high-quality . In this role, you will troubleshoot complex network issues, support enterprise customers, and ensure system reliability while collaborating across teams to resolve incidents efficiently.
You will act as a key point of contact for customers, owning issues end-to-end and driving resolution with a strong sense of urgency and accountability.
- Provide technical support for network-related issues across
- Troubleshoot and resolve incidents, ensuring timely resolution within SLA targets
- Monitor and manage ticket queues, prioritizing and following up on open cases
- Document issues, resolutions, and workflows in internal systems
- Escalate complex issues to appropriate teams and coordinate resolution
- Maintain and support customer network devices and infrastructure
- Deliver excellent customer experience through clear communication and ownership
- Mentor junior team members and contribute to knowledge sharing
- Bachelor's degree or equivalent practical experience
- 3-5 years of experience in technical support, networking, or service desk environments
- Strong understanding of networking fundamentals (routing, switching, wireless)
- Experience working with and incident management workflows
- Ability to work in environments, including weekends/holidays
- Fluent in English (written and verbal)
- Eligible to
- Degree in Information Technology or related field
- Certifications such as or similar
- Experience in telecom, service provider, or enterprise support environments
- Familiarity with ITIL processes (incident, problem, change management)
- Strong troubleshooting, communication, and customer-handling skills
group id: cxjudgpa
