Advanced Technical Support Engineer

Advanced Technical Support Engineer

Description
Advanced Technical Support Engineers are responsible for delivering exceptional customer experiences by providing solutions to service incidents across a wide product portfolio. They manage incidents from identification through resolution utilizing technical critical thinking and communication skills to restore services build customer relationships and identify process improvements. Success in this role requires a strong customer-focused attitude a broad understanding of internet-based services and technologies and excellent troubleshooting skills.

Responsibilities:

• Provide exceptional technical support to customers by addressing queries and troubleshooting issues promptly.

• Troubleshoot incidents and escalate to higher levels as needed.

• Monitor production network environments using monitoring tools to ensure availability.

• Coordinate on-site dispatch of telecommunications technicians for service repairs.

• Respond to automated alerts using diagnostic tools to determine severity and criticality of problems.

• Proactively detect faults and conditions diagnose causes and resolve expeditiously.

• Escalate issues and problems according to established procedures.

• Perform regular system health checks.

• Apply knowledge of networking systems and applications to identify and resolve problems effectively.

• Collaborate with engineers to resolve production problems.

• Maintain detailed trouble ticket notes on incidents and problems.

• Write or revise system documentation and procedures when required.

• Travel up to 10% for training or other functions.

Minimum Qualifications:

• Strong communication skills in both written and verbal forms including the ability to engage with customers peers and executive management.

• Minimum 4 years of experience in a Help Desk or high-volume call center (preferred).

• Minimum 4 years of experience in IT operations with knowledge of tools methods and techniques.

• At least 4 years of progressively responsible work experience in network and/or server monitoring.

• Experience in monitoring theory and implementation.

• Knowledge of current internet network hardware and software technologies.

• Experience and knowledge of wireless standards (802.11n/ac/ax) and RF fundamentals.

• Bachelors degree or equivalent (additional experience or training may substitute).

• Experience with LAN/WAN technologies including DNS DHCP TCP/IP VPN wireless and fiber.

• Strong proficiency in Microsoft Office (Excel Word).

• Experience troubleshooting large-scale networks.

• Strong knowledge of LAN/WAN and network protocols.

• Ability to participate professionally in video conferences (quiet environment adequate internet).

• Flexibility to work varied schedules including extended hours travel and overnight stays.

Preferred Qualifications:

• Experience with ticketing systems (e.g. Jira ServiceNow).

• Knowledge of ITIL practices.