Technical Support Engineer

Senior Advanced Engineer (Network)

The Advanced Engineer provides level three technical support on data center equipment technologies and possesses specific original equipment manufacturer (OEM) product knowledge of network equipment.A “customer first” attitude is inherent in every engagement while regularly consulting and troubleshooting with field engineers, internal employees, and customers to solve issues escalated to Advanced Engineering. In addition, the Advanced Engineer is responsible for completing research, documenting processes and procedures, and assisting with the NPI process for the release and support of new products to our third-party maintenance portfolio.

What you’ll be doing:

• Provide remote level three technical support to field engineers and customer end users, via problem identification, troubleshooting, diagnostics, and repair strategy, through resolution.
• Responsible for understanding the Customer network & troubleshooting incidents and hardware related issues.
• Manage the client and internal field teams’ expectations, exhibit excellent communication skills as well as securing client confidence in Park Place Technologies to maintain their equipment.
• Providing Training to junior or fellow colleagues.
• Prioritize tickets based on the severity of the situation.
• Engage with vendor partners to ensure that customer issues are resolved in an expedient manner.
• Actively monitor an assigned queue for incoming support requests raised by customers.
• Update internal ticketing system: add action plans, update incidents with all customer communications and ensure accurate time logging.
• Contribute to the collective knowledge of the Advanced Engineering team.
• Other duties as assigned.

What we’re looking for:

• 8+ years of experience with system installation, upgrades, and hardware configuring, deploying, and troubleshooting of Network equipment’s like routers, switches and other components.
• Strong understanding and troubleshooting of Routing & switching technologies, Data center technologies is a must.
• Willingness to learn hardware level troubleshooting is very much required.
• Support NPI (New Product Introduction) under R&D efforts.
• Background in engineering, service and support required.
• Strong interpersonal and communication (verbal and written) skills required, including strong telephone etiquette.
• Ability to understand and navigate technical situations with strong problem-solving skills.
• Productive with minimal supervision and possess excellent time management skills.
• Working knowledge of the specific OEM operating environments for the assigned products you will be supporting, including all relevant diagnostic tools and utilities.
• Experience working in a professional and consultative manner with customers, management, and platform vendor support requirements.
• Ability to work under pressure with calmness and composure.
• Ability to thrive in a team environment where resolutions may require a group effort.

Bonus Points:

• Experience in direct field service is not essential but is preferred.

Education:

• Bachelor’s Degree Required

Travel:

• 10%