Level 2 Network Engineer

Descrição do trabalho

Job Title: Technical Support Specialist Level 2
About the Job

• This role requires an individual who can provide technical assistance to customers experiencing issues with systems platforms. The ideal candidate will have a solid technical background in engineering and experience in remote and on-site support.
• Key Responsibilities
• Provide level one and two support levels via phone, email, tickets, or other interfaces on managed solutions.
• Analyze data to determine issue root causes and resolve them from remote using diagnostic testing and software equipment.
• Maintain system capabilities by testing existing equipment and programs, providing remote troubleshooting solutions for systems issues that affect course delivery.
• Carr y out screen-sharing to help customers get set up and operational.
• Empower customers by promoting knowledge base and self-service.
• Configure security, operational, and access settings/permissions for groups or individuals.
• Organize and schedule remote upgrades and maintenance minimizing service impact.
• Monitor internal & industry websites or publications for information about patches, releases, viruses, or potential problem identification.
• Work with senior engineers on escalated tickets.
• Log and escalate calls with third parties where required, ensuring communication back to the customer.
• Test repaired items (RMA replacement) to ensure proper operation with agreed standards.
• Required Skills and Qualifications
• Excellent analytical and problem-solving skills, with the ability to multitask, with solid troubleshooting experience.
• Exceptional customer service and confident communication skills, customizing your interaction to individual customer personalities and contexts.
• Strong work ethic and ability to work efficiently and effectively with minimal supervision.
• Ability to work in a fast-paced environment with excellent organizational skills.
• Able to work to targets (SLA's).
• Solid technical background in Engineering for TCP/IP | Networks (Switching, Routing).
• Wide proven experience of remote and on-site support, collaborating with customers, partners, and internal teams – minimum three years.
• Experience in network operations or on-field operations – minimum three years.
• Familiar with all types of production environments and common industry brands & variants of hardware assembly and configuration.
• Solid knowledge of MAN & LAN (Layer 2 & Layer 3).
• Experience with all types of Wireless Networks (802.11x).
• Excellent teamwork skills.
• Enthusiastic and a great attitude towards learning.
• Experience managing service and/or operational level agreements with strong customer service, interpersonal, and active listening skills.
• Attention to detail.
• A high standard of written and spoken English (additional languages such as French, Spanish Italian, or German are a plus).
• Able to work with non-technical customers and technical customers alike.
• Network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others).
• B.S. or equivalent science/IT degree preferred.
• Willingness to work from the office and to cover shifts including evenings, weekends, and some holidays.
• Benefits

We offer a hybrid work model with three days a week in the office.
Others

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.