Technical Support Specialist II (Level 2)

The Technical Support Specialist II is responsible for advanced troubleshooting, configuration, and resolution of complex DISH SmartBox, IPTV, and hospitality entertainment technology issues. This role acts as an escalation point for Level 1 support and works closely with vendors, engineering teams, network operations, and hotel management to resolve service-impacting incidents.

Key Responsibilities:

Advanced Technical Support

• Serve as primary escalation point for Level 1 technicians.
• Troubleshoot advanced IPTV, SmartBox, and video distribution issues.
• Diagnose complex network-related service interruptions affecting television services.
• Analyze system logs, monitoring platforms, and performance metrics.
• Support installation and deployment of:
• DISH SmartBox systems
• IPTV headend equipment
• COAX headend Systems
• Streaming platforms
• Property-wide television solutions
• Perform advanced configuration and updates of SmartBox and IPTV devices.
• Creation of Channel Maps for Hospitality Pro-Idiom TVs
• Coordinate outage recovery activities and root cause analysis.

Network Troubleshooting

• Troubleshoot:
• VLAN configurations
• Multicast IPTV traffic
• QoS settings
• DHCP and DNS issues
• Firewall-related IPTV problems
• Streaming service performance issues
• Use packet captures and network diagnostic tools to isolate issues.
• Work with ISPs and network vendors during escalations.

Leadership & Escalation Management

• Mentor and coach Level 1 personnel.
• Review ticket quality and troubleshooting effectiveness.
• Assist with training and onboarding new technicians.
• Lead technical bridge calls during major incidents.

Documentation & Process Improvement

• Develop troubleshooting procedures and knowledge base articles.
• Identify recurring issues and recommend long-term solutions.
• Participate in change management and testing initiatives.

Education

• Associate degree or higher in Information Technology, Networking, Telecommunications, or related discipline preferred.

Experience

• 3-5 years of technical support experience.
• 2+ years supporting IPTV, TV distribution systems, hospitality technology, or network operations.
• Experience supporting hotels, resorts, or multi-site environments preferred.

Technical Knowledge

Strong knowledge of:

• IPTV architectures
• DISH SmartBox platforms; IPTV, COAX-RF, Streaming
• Smart TV management
• Networking fundamentals and advanced troubleshooting
• TCP/IP, DHCP, DNS
• VLANs and trunking
• Multicast and IGMP
• Wireless networking
• Streaming technologies
• Linux and Windows operating systems

Experience with:

• Network monitoring platforms
• Remote access tools
• ServiceNow, Salesforce, Zendesk, or equivalent ticketing systems
• Log analysis and packet capture tools (Wireshark)

Soft Skills

• Advanced problem-solving abilities
• Strong customer communication skills
• Ability to manage multiple critical incidents simultaneously
• Excellent documentation skills
• Strong organizational and leadership capabilities

Preferred Certifications

• CompTIA Network+
• CompTIA Security+
• Cisco CCNA
• Aruba Certified Mobility Associate (ACMA)
• Ruckus Technical Certifications
• HDI Desktop Support Technician
• ITIL Foundation
• DISH SmartBox Certifications, must obtain post hire