Role Summary: Front-line Tier 2 engineer providing pre-migration consultation, readiness validation, and network/ISP troubleshooting for agent offices, with full case ownership in ServiceNow. Engineers in this role also own SOP/knowledge-article development and Help Desk enablement work that underpins the shift-left roadmap, and serve as backup escalation support for the ACI Support Lead.

Key Responsibilities:

conduct pre-migration consultations and educate agents on the ACI migration process and office network readiness;

perform Tier 2 troubleshooting strictly within network/ISP scope (VPN connectivity, Wi-Fi, internet connectivity, routers and switches);

gather office network/topology information live during agent consultation calls, since State Farm does not maintain per-office topology maps;

hand off peripheral-device issues (printers, scanners, laptops) to WG5411 once the network path is confirmed good, and hand off deeper infrastructure issues to VPN/Network/Migration teams;

own cases end-to-end in ServiceNow, including follow-up until resolution or appropriate transition;

deliver proactive consultations for complex/larger offices as scheduled;

convert recurring case patterns into formal SOPs and knowledge articles for both the ACI team and the Help Desk,



and design/deliver Help Desk shadowing/training sessions on the most common ACI FAQs and readiness questions;

track and refine the list of items being shifted left to Help Desk, in coordination with the ACI Support Lead;

serve as a secondary escalation point and backup for the ACI Support Lead when unavailable.

Required Skills & Qualifications:

solid understanding of TCP/IP, DNS, DHCP, VPN concepts, Wi-Fi, routers, and switches;

comfortable troubleshooting basic Windows networking and guiding non-technical users through configuration steps;

robust verbal and written communication skills with a customer-service orientation for non-technical, sometimes frustrated end users;

experience with an ITSM/ticketing platform (ServiceNow preferred);

ability to work assigned shift hours, including offshore night hours, to cover the 7 AM–7 PM EST window;

demonstrated ability to translate technical troubleshooting into clear, simple documentation for non-specialist audiences;

prior experience authoring SOPs/knowledge-base content or delivering training/enablement sessions;

strong organizational skills to manage a documentation backlog alongside live case work.

Preferred certifications: CCNA/CCNP, ITIL Foundation.

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