About the Company

Cloud5 Communications delivers exceptional customer experiences through managed IT services (MSP) and innovative High-Speed Internet / network managed services, cloud-based telephony solutions, and contact center services for the hospitality industry. We combine cutting-edge technology with hospitality expertise to help the world’s leading brands deliver outstanding guest experiences.

Position Summary The Tier 2 Technical Support Specialist responds to service tickets and requests for local and remote network support in order to meet service level agreements. Troubleshooting and resolving hardware, software, application, network, user access, and all related issues are part of the daily routine.

The Tier 2 Technical Support Specialist interacts with network services, software systems engineering, and/or applications development teams to restore service and/or identify and correct the core problem.

What You Will Do (Essential Responsibilities)

- Perform high-level and in-depth network monitoring, as well as troubleshooting and diagnosing network, hardware, and ISP issues
- Adhere to general and property-specific service level agreements (SLAs)
- Address and handle Tier 1 and outsourced/overflow support ticket escalations




- Analyze and identify larger general and system-wide issues, and present or escalate them to Tier 3 agents for additional input and resolution
- Use advanced knowledge of networks, policies and procedures, and best practices to educate clients and present solutions
- Deliver ongoing training and development of Tier 1 agents
- Work closely with other departments (installations, provisioning, sales, software, accounting, etc.) to ensure client requests and issues are channeled and addressed efficiently
- Perform other duties as assigned; this role is expected to evolve based on business needs

Other Duties

We expect this role to evolve. Other responsibilities may be assigned based on business needs.

What You Will Bring (Required Qualifications)

- Bachelor's degree or equivalent work experience with networking
- 3+ years of experience providing technical support and/or customer service
- Dedication to performing duties in an efficient, professional, and courteous manner, with high attention to detail and accuracy
- Experience troubleshooting and documenting network-related problems
- Experience with quality assurance or desktop support
- CCENT, CCNA, CCNP, Network+, or similar certification

📌 Senior Technical Support Specialist (México)
🏢 Cloud5 Communications
📍 México