Rockbot
Network IT Specialist
GBRemotePosted Today$60,000 – $75,000
Full TimeExecutiveRemoteGB
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Job Description
As the Network IT Specialist at Rockbot, you’ll serve as the technical backbone of Rockbot’s escalation function — the person the team turns to when issues are complex, environments are nuanced, or re
Key Highlights
- Own escalated Tier 2 technical cases across networking, firewall configuration, hardware troubleshooting, player setup, connectivity failures, and platform-level issues
- Diagnose root cause through systematic troubleshooting and isolation techniques in complex customer environments
- Escalate issues to Product and Engineering with clear reproduction steps, technical context, impact assessment, and supporting data
- Identify recurring hardware or platform failure patterns and proactively surface trends and recommendations
- Maintain clear, proactive communication with customers and internal stakeholders on status, timelines, and resolution paths
Qualifications
Required Qualifications
- 3+ years in a Tier 2, escalation, or advanced technical support role within SaaS, IoT, AV, media technology, or related environments
- Strong networking fundamentals, including TCP/IP, VLANs, firewall configuration, and connectivity troubleshooting (required)
- Hands-on experience troubleshooting hardware and device-level issues
- Skilled at structured problem solving and systematic root-cause analysis
- Strong written and verbal communication skills with both technical and non-technical audiences
- Experience with Zendesk or similar support platforms, including workflow configuration or administration
- Comfortable operating in fast-paced environments with shifting priorities and cross-functional collaboration
- Experience supporting enterprise or high-touch customer environments
- Exposure to AI-enabled support tooling, automation workflows, or Copilot-style systems
- Strong operational instincts with experience improving documentation, workflows, or support processes
- Consistent track record of strong productivity, quality, and customer satisfaction performance
- Exposure to audio engineering and/or AV installation is a plus, not required
- Exposure to network rack installation is a plus, not required
- 3+ years in a Tier 2, escalation, or advanced technical support role within SaaS, IoT, AV, media technology, or related environments
- Strong networking fundamentals, including TCP/IP, VLANs, firewall configuration, and connectivity troubleshooting (required)
- Hands-on experience troubleshooting hardware and device-level issues
- Skilled at structured problem solving and systematic root-cause analysis
- Strong written and verbal communication skills with both technical and non-technical audiences
- Experience with Zendesk or similar support platforms, including workflow configuration or administration
- Comfortable operating in fast-paced environments with shifting priorities and cross-functional collaboration
- Experience supporting enterprise or high-touch customer environments
- Exposure to AI-enabled support tooling, automation workflows, or Copilot-style systems
- Strong operational instincts with experience improving documentation, workflows, or support processes
- Consistent track record of strong productivity, quality, and customer satisfaction performance
- Exposure to audio engineering and/or AV installation is a plus, not required
- Exposure to network rack installation is a plus, not required
Skills & Technologies
Go
About the Company
Rockbot
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Job Details
Employment Type
Full Time
Experience Level
Executive
Salary Range
$60,000 – $75,000
Location
GB
Work Mode
Remote
Posted
Today
Country
GB