Summary:
- Provides complex support for routine and escalated issues VIA support ticket
- Broad knowledge of network components and infrastructure products.
- Documents solutions and builds checklists for team use.
- Researches trouble issues in Knowledge base applications and on the internet.
- Interacts with clients in a courteous and professional manner.
- Work with vendor technical support personnel facilitating restoration of service within SLA requirements.
- Proactive in the identification, development and communication of incident management solutions. May include documenting instructions, process improvements, and solutions.
- Manage call volume per defined customer priority.
- Monitors and maintains ownership of tickets to ensure service restoration. Handles escalated incidents.
- Demonstrates awareness of business changes and priorities. Attends training to keep current with latest technologies and changes within the business. Understands internal organization and operation. Takes initiative for self development.
- Train and mentors’ peers and junior level engineer