Network Architect designing Zayo’s carrier - grade Layer 2 and Layer 3 infrastructure. Developing scalable architectures, testing platforms, and supporting enterprise network services.
About the role
- Technical support specialist handling network troubleshooting and issue resolution for gaming clients. Engaging in client communication and improving support efficiency with technical expertise.
Responsibilities
- Responsibilities extend well beyond basic troubleshooting: they include root cause analysis, knowledge sharing, and, in many cases, interventions on infrastructure or code.
- Analyze support data to identify trends, root causes, and recurring issues.
- Propose and lead initiatives to improve support efficiency, automation, and overall quality.
- Produce regular reports on performance, ticket behavior, and emerging issues.
- Communicate confidently with clients and internal teams at all levels of seniority.
- Participate in client follow-up meetings to align support operations with their priorities.
- Contribute to a feedback loop between users, clients, and internal support teams to drive continuous improvement.
Requirements
- Strong experience in advanced IT support, software engineering, or system administration.
- Ability to perform deep analysis of logs, architecture, and configurations to diagnose system failures and persistent performance issues.
- Troubleshoot complex connectivity problems involving routing, DNS, firewall rules, or virtualization layers that L2 support cannot resolve.
- Handle complex technical cases with minimal supervision while ensuring a high level of customer satisfaction.
- Document solutions and best practices in internal knowledge bases and client-facing documentation.
- Provide advanced technical support including in-depth analysis of network and hardware issues and escalation of confirmed bugs.
- Resolve complex problems without relying on predefined procedures or scripts.
- Experience in audio troubleshooting is a plus.
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Not specified
Degree requirement
No Education Requirement
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