Network IT Specialist

Technical Responsibilities:

• Own escalated Tier 2 technical cases across networking, firewall configuration, and hardware troubleshooting.
• Diagnose root cause through systematic troubleshooting in complex customer environments.
• Maintain clear communication with customers and internal stakeholders on status and resolution paths.

Operational Optimization:

• Partner on the rollout and optimization of Zendesk AI Co-Pilot and support automation tooling.
• Improve workflows for intelligent triage, agent assist, and self-service experiences.
• Bring a practitioner's perspective to support operations and process scalability.

Team Enablement:

• Build and maintain internal troubleshooting guides, escalation procedures, and operational playbooks.
• Coach team members through escalated cases by teaching diagnostic thinking and methodology.
• Author and improve Help Center content focused on high-volume technical issues.