Talk Straight Group

Support Engineer

• Provide in-depth technical troubleshooting for escalated incidents related to network services, internet connectivity, hardware, and customer setups, including routers and firewalls.
• Handle and manage technical issues escalated by the first line support team, ensuring accurate diagnoses, timely resolution, and effective communication throughout the process.
• Use advanced monitoring tools to identify, diagnose, and proactively resolve issues across WAN, LAN, DNS, DHCP, and VoIP services.
• Liaise with third-party providers to resolve complex issues and escalate service outages as necessary.
• Assist in configuring and troubleshooting networking equipment, IP address management, and VPN setups.
• Maintain clear and professional customer communication regarding escalated issues, providing updates and managing resolution expectations.
• Document advanced troubleshooting processes, configurations, and fixes for future reference and to enhance the first line team's knowledge base.
• Provide feedback to development and infrastructure teams to improve service reliability, product offerings, and internal processes.
• Assist in training and mentoring the first line support team by sharing technical knowledge, troubleshooting techniques, and best practices.

2nd Line Support Engineer

• Respond promptly to incoming support requests via phone, email, and ticketing systems
• Diagnose and troubleshoot technical issues
• Provide clear and effective solutions or escalate complex issues to second-line support as needed
• Guide customers through step-by-step resolutions and ensure their issues are resolved satisfactorily
• Perform routine checks and maintenance on customer equipment to prevent issues
• Accurately document all customer interactions, issues, and resolutions in the support system
• Maintain up-to-date knowledge base articles and support documentation
• Provide feedback on recurring issues to help improve products and services
• Work closely with second-line support, network engineers, and other departments to resolve complex technical problems
• Participate in team meetings and contribute to continuous improvement initiatives

2nd Line Support Engineer

First Line Support Engineer