Operations Specialist Tier 2



Phoenix, AZ, USA
Posted on Tuesday, September 12, 2023

About Kajeet

Kajeet, Inc. is all about innovation. We are a leading wireless solutions provider enabling education, business, government and telecom service providers to customize the fast-moving world of wireless services to fit their needs. Kajeet is the leading mobile virtual network enabler, having launched the top two MSO MVNO’s, and provides the Sentinel IoT platform to a wide variety of enterprises. Kajeet provides innovative and optimized wireless data solutions to the SMB, Enterprise and Public Sector market across North America. For more than 15 years, we have built upon our deep expertise and agility in delivering highly configurable, unique solutions. Our management team is comprised of industry experts who seek an open environment for innovation, personal growth, and making a difference. Our fast-paced culture and focus on teamwork means you will never be bored and will have an opportunity to strengthen your professional career. The wireless world is constantly changing; we want you to be part of that journey.

Operation Specialist Tier 2

The Operation Specialist Tier 2 will be working as part of a support team to resolve customer issues. This team is a 24/7 Tier II organization that will ensure escalated issues are resolved in a timely manner. The T2 agent will work primarily out of ServiceNow's Incident Management.

The right candidate will thrive in a fast paced, high-volume environment, and look forward to a wide variety of technologies to work on. Experience in a large enterprise environment is highly recommended.

A Day in the Life Will Likely Include:

· Working escalated issues to resolution

· Ensure a high level of customer satisfaction.

· Maintain timely responses to escalations based on set SLAs.

· Accountable resolution of issues and timely responses

· Proactive in engaging other teams (internal/external) to drive for resolution.

· Participate in the root cause analysis process.

· Take part in projects and new product/development, help define requirements for support.

· Respond quickly to Major Incident/outages and drive for quick and efficient resolution.

· Provide input to improve the stability, security, efficiency, and scalability of systems.

· Participate in cross training and frequent collaboration with all tiers of support, engineering, and development.

Sounds good? What you’ll need to land this job:

  • 5+ years previous experience in IT operations environment.
  • Excellent written and verbal communication skills.
  • Ability to work independently and as part of a team.
  • Ability to work under pressure and meet deadlines.
  • Familiarity with ITIL/ITSM processes.
  • Proven Leader with history of talent development.
  • Experience communicating and reporting to Senior Leadership.
  • Strong knowledge and understanding of network infrastructure including cloud, coding, VoIP, IoT, applications and wireless connectivity technology overall.
  • Experience with end-to-end network design, protocols, and support.
  • Ability to break down complex issues and develop root cause analysis and solutions.
  • Experience with network monitoring systems configuration and maintenance.
  • Experience with technical writing and document management/control practices.
  • Excellent organizational and time management skills with the ability to multitask.
  • Strong technical aptitude including excellent trouble shooting skills.
  • The Support team is a 24/7/365 operation. Employees must be willing and able to work nonstandard hours and perform on call duties; including evenings, overnight, holidays, weekends.

The Good Stuff:

We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive compensation, commensurate with experience, and our extensive benefits package including paid time off, medical, dental and vision benefits and future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.

Kajeet Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, or any other classification protected by law.