Job Description

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:

• Provide Level 2 support for network and IT-related incidents and service requests.
• Develop customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience.
• Utilize monitoring tools to identify and address performance issues proactively for the issues related to network/IT/AV support.
• Prepare and share customer reports (daily/weekly/monthly) covering incident summaries, SLA adherence, uptime, performance metrics, and ongoing improvements.
• Communicates with engineering, applications engineering, technical services, and quality assurance divisions of any problems or emerging customer needs.
• Delivers an exceptional customer service providing infrastructure support.
• Handles incoming support cases, including troubleshooting of complex audio, video, and networking problems.
• Evaluates, identifies, and replicates issues and follows an escalation process to reach desirable outcomes to ensure positive 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.
• 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
• Minimum 3-6 years of experience supporting network and AV operations
• Network routing & switching
• Ability to apply principles, theories, and concepts, as well as knowledge or related networking/AV disciplines
• Possess a customer-centric mindset

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