Job Description: Performing advanced troubleshooting and data analysis to diagnose and resolve trouble tickets, and technical issues nationwide Utilizing multiple software systems to investigate, triage, and address complex repair and security-related issues Collaborating with engineers, third parties, and business partners to identify root causes and improve troubleshooting processes Maintain accurate records and update systems with manual interventions when required Providing real-time technical support to operations personnel, and business support teams via inbound calls and emails Training and mentoring employees on various applications, troubleshooting techniques, and system best practices Monitoring and reporting network outages and restoration events, escalating issues as necessary to resolution teams Identifying customer-reported trends, escalating process improvement opportunities, and recommending changes to enhance technical support efficiency Acting as a liaison between internal and external teams to resolve technical issues and communicate resolutions effectively Ensuring compliance with technical support standards, industry best practices, and regulatory requirements for security and operational integrity Regular, consistent, and punctual attendance; Must be able to work nights and weekends, variable schedule(s) and overtime as necessary Requirements: Experience with tools and software such as Sprinkler, Remedy TTS, IOP/Service Now, Fetch It Up, and ECM Experience using a ticketing system, required Have an analytical mindset and technical aptitude Can successfully work independently and be a self-starter 7-10 Years relevant work experience High School Diploma / GED Benefits: Best-in-class Benefits to eligible employees Personalized support options Expert guidance and always-on tools