L2 Technical Support Representative – Service Delivery

Job Description

L2 Technical Support Representative – Service Delivery

Location: Chicago

Company: Confidential

The Opportunity

We are seeking a highly skilled and motivated L2 Technical Support Representative for an exciting, fast-growing startup disrupting the traditional telecom space. This role will focus on supporting and troubleshooting telecommunications systems, including Voice over IP (VoIP), analog telephony, and LAN/WAN networking environments. The ideal candidate will possess a strong background in networking protocols, telecommunication systems, and a solid understanding of cellular technologies (4G, 5G, etc.). This position requires excellent problem-solving abilities, the ability to work under pressure, and a commitment to delivering top-notch technical support.

The Role

• Provide technical support and troubleshooting for VoIP systems, including protocols such as SIP, RTP, TLS, and SRTP.
• Diagnose and resolve issues related to analog telephony systems, including legacy lines, fax machines, and analog gateways.
• Support and troubleshoot LAN/WAN networking technologies, including TCP/IP, DNS, DHCP, NAT, and routing protocols.
• Assist with the configuration, deployment, and support of networking equipment like switches, routers, and firewalls.
• Monitor and troubleshoot network performance issues affecting voice communications, including quality of service, latency, jitter, and packet loss.
• Assist with the deployment and troubleshooting of cellular technologies (4G, 5G, LTE) as they relate to telephony and networking.
• Collaborate with internal teams to diagnose and resolve complex technical issues.
• Maintain accurate documentation of support activities, including updates to ticketing systems and knowledge bases.
• Provide guidance and training to customers and junior team members as needed.
• Stay updated on emerging technologies and industry trends related to VoIP, networking, and cellular communications.
  
  

Requirements

• Proven experience in a technical support role focusing on VoIP, telephony, and networking technologies.
• Hands-on experience with analog telephony systems and devices.
• Solid knowledge of LAN/WAN networking, including experience with routers, switches, and firewalls.
• Ability to diagnose and resolve network-related issues, including performance bottlenecks and security concerns.
• Strong verbal and written communication skills, with the ability to clearly convey technical information.
• Excellent customer service skills with a focus on resolving technical issues efficiently and professionally.
• Ability to work independently and as part of a team in a fast-paced environment.
  
  

Preferred Qualifications

• Knowledge of cellular technologies, including 4G, 5G, LTE, and their integration with telephony systems.
• Understanding of VoIP-related protocols such as SIP, RTP, TLS, and SRTP.
• Familiarity with cloud-based VoIP solutions and unified communications platforms.
• Experience with network monitoring and diagnostic tools (e.g., Wireshark, VoIP monitor).
• Certifications such as CompTIA Network+, CompTIA Security+, Cisco CCNA, or equivalent.
• Experience with Zendesk ticketing and call platform.
  
  

This position offers the opportunity to work in an innovative environment with cutting-edge technology while providing critical support in a high-growth industry.