Engineer - Support

As an Engineer – Support, you will provide ongoing managed service support to end user customers. You will be responsible for application and network infrastructure support. You will handle support cases, including troubleshooting of ethernet networking problems in accordance with Service Level Agreements (SLA).

Responsibilities:

• Develop customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience. 
• Communicates with engineering, applications engineering, technical services, and quality assurance divisions of any problems, software bugs or emerging customer needs.
• Delivers an exceptional customer service providing infrastructure support.
• Handles incoming support cases, including troubleshooting of complex audio, video, and ethernet networking problems.
• Evaluates, identifies, and replicates issues and follows an escalation process to reach desirable outcomes to ensure positive customer experience.
• Serves as a technical resource to other functional groups and individuals to improve service quality and user experience.
• Develops customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience.
• Takes ownership of the escalated cases from associate engineers and take it to the resolution.

Qualifications:

• Bachelor's Degree - Engineering or related discipline required; Master’s Degree preferred
• Licenses/Certificates/Designations - IT industry networking certifications such as CCNP or JNCIS; or equivalent
• Minimum 3 years of experience supporting network and AV operations
• 3 years required delivering support in ethernet technologies/AV and networking concepts
• Network routing & switching
• Ability to apply principles, theories, and concepts, as well as knowledge or related networking/AV disciplines
• Possess a customer-centric mindset
• Possess strong computer skills, including proficiency with Microsoft Office Outlook, Word, Excel, and PowerPoint
• Excellent oral and written communication
• Interact with individuals to provide needed information
• Timely response to client and internal peers