Data Tier 2

Data Tier 2 (Network Support Technicians)

Please see the question and answer session at the end of this job description for you to fill in your answers:

Building Systems Helpdesk Supervisor
Job Summary:
Provides customer support to end-users at the properties we support, answers calls and email and works with vendors to resolve the issues. Manage Reverb cases and work on Back-office support. Conduct onboard training and help manage the team. This role reports to the Senior Service Desk Manager.

Essential Job Functions and Responsibilities:
• All tasks that are the same with the Ipanema Agent for helpdesk (take calls, open cases in Connect Wise, Assign cases to various queues, etc)
• Manage and monitor 100% of Reverb tickets
• AD/O365 management,
• Scheduling and working with vendors.
• Providing level 1 support to the back-office staff
• Help the Service Desk Manager - Alex, in managing the team and also do the onboarding training of the Tier 1.
• Consistently integrates PCS core values into their everyday habits by treating all customers, internal and external, professionally, honestly, and respectfully.
• Accepts ownership and accountability of position responsibilities and strives to deliver results for customers that establish high standards, credibility, and quality performance.
• Ensures excellent customer service experience with strong interpersonal skills, empathy and patience.
• Demonstrates sufficient composure to remain respectful and diffuse angry, stressed, or frustrated customers.
• Ability to make creative leaps in reasoning when the application of logic fails to produce a satisfactory resolution.
• Consistently integrates PCS’s core values into their everyday habits by treating all customers, internal and external, professionally, honestly, and respectfully.
• Accepts ownership and accountability of position responsibilities and strives to deliver results for customers that establish high standards, credibility, and quality performance.
• Other miscellaneous duties as assigned by?management.

Knowledge/Skills/Abilities:
- Good telephone, verbal, and written business communication skills
- Conflict resolution and problem-solving skills required.
- Customer service oriented with good interpersonal skills
- Ability to mentor and assist other support agents.
- Ability to think logically, creatively and with a high level of critical thinking.
- Models’ positive behaviors and display high integrity

Required Qualifications:
• Basic knowledge of computers
• Ability to learn and comprehend technical language.
• One-year technical school or equivalent
• 1-2 years of experience in data/HSIA Technical Support.
• CTC Tier 2 Certified
• Completed CTC Leadership Training

Ideal applications include
• Any Nomadix, Aruba Networks, Cisco, Ruckus Networks experience





Here’s a list of questions about network troubleshooting practices for Cisco networks:

### **General Approach to Troubleshooting**
1. What is your step-by-step approach when troubleshooting network issues on Cisco devices?
2. How do you prioritize issues when multiple network problems occur simultaneously?
3. What tools and software do you rely on for diagnosing Cisco network issues?
4. How do you document troubleshooting steps and resolutions for future reference?
5. How do you ensure minimal downtime during troubleshooting?

### **Cisco-Specific Knowledge**
6. How familiar are you with Cisco IOS commands and configuration? Can you give examples of commonly used commands?
7. How do you handle cases of incorrect routing or switching configurations on Cisco devices?
8. What’s your approach to troubleshooting VLAN and trunking issues?
9. How do you diagnose problems related to Cisco access control lists (ACLs)?
10. How do you address performance issues related to Cisco routers and switches?

### **Network Performance and Security**
11. What steps do you take to identify and mitigate latency or bandwidth bottlenecks in Cisco networks?
12. How do you detect and respond to network security incidents, such as DDoS attacks or unauthorized access attempts?
13. How do you ensure compliance with Cisco network security best practices?
14. What is your experience with Cisco firewalls (e.g., ASA or Firepower)?

### **Advanced Troubleshooting**
15. How do you approach troubleshooting complex protocols, such as OSPF, BGP, or EIGRP, in a Cisco network?
16. What’s your process for diagnosing hardware-related issues with Cisco devices?
17. How do you troubleshoot issues in a Cisco VoIP or Unified Communications setup?
18. Can you explain how you identify and resolve QoS (Quality of Service) misconfigurations?

### **Monitoring and Maintenance**
19. What proactive measures do you take to monitor Cisco network health?
20. How do you ensure proper logging and alerting mechanisms are in place for Cisco devices?

### **Team Collaboration and Leadership**
21. How do you guide team members in troubleshooting complex Cisco network problems?
22. How do you ensure that the team stays updated on the latest Cisco technologies and troubleshooting techniques?
23. Can you share an example of a challenging network issue you resolved and the lessons learned?

### **Cisco-Specific Tools and Resources**
24. How do you utilize Cisco's TAC (Technical Assistance Center) for troubleshooting?
25. What role do tools like Cisco DNA Center or SolarWinds play in your troubleshooting workflow?