Technical Support Engineer 3

4 days ago

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Description

• The primary function of the Network Support Engineer (NSE) is to resolve higher level networking and device issues. Must have the ability to participate in on-call rotation. • Maintain 80% productivity towards cases (time spent), 35-50 closed cases per month • Ensures a superior customer service experience with strong interpersonal skills, empathy and patience • Ability to mentor and train Network Support Analysts and Network Support Technicians • Demonstrates expert level aptitude on multiple platforms • Displays excellent communication skills – listens to users, acknowledges the reality of their issues, translates their descriptions into technical terms fixes the problems and explains the solutions in terms the users can understand • Customer service oriented with good interpersonal skills; able to respond promptly to client needs, follow through and resolve issues in a pleasant and helpful manner • Highly detail oriented, organized and process focused with ability to multi-task • Is dedicated and committed to problem resolution • Willingness to share knowledge with team members, superiors and users • Carries a humble attitude about knowledge limitations • Ability to think logically and creatively • Ability to apply knowledge to new situation

Requirements

• Exhibits expert level troubleshooting skills to ensure resolution of complex guest and property issues, including systemic issues • Consistently delivers 90% resolution of customer questions and requests on first call • Demonstrates advanced ability to assist multi-users and address property level issues and outages. Develops proficiencies with all NST issues plus: Fundamental networking (OSI model, 3rd party network integration, troubleshooting tools/processes, switching/routing, firewalls, etc. • Demonstrates proficiency with all Network Support Analyst and Network Support Technician platforms • Requires Certification in at least one of the NST Level 2 Certifications, all of the NST Level 3 Certifications and all of the following: • Nomadix • Ruckus WISE 1 • HP/Aruba ACSA • Meraki CMNA • Develops proficiencies with: • Marriott Connect My Device • AGS/EGS self installs • IPTV (IGMP) • GPON