Technical Support Engineer

Purpose of Job:

Responsible for exceptional client service that cannot be resolved by Tiers 1 & 2 support staff by providing Tier 3 technical support engineering through analyzing and troubleshooting the most difficult and advanced technical problems and resolving complex hardware, software, network, and connectivity problems via several methods (phone, e-mail, instant message, automated alarms, etc.). Investigate elevated client support issues by reviewing work completed by Tiers 1 & 2, confirm the validity of the problem, research known solutions to related issue and provide advanced troubleshooting by ensuring the intricacies of the challenging issues are solved. Utilize various diagnostic tools to identify root cause of hardware, software, network, and connectivity issues.

Provide thorough diagnostic and troubleshooting services to resolve client issues remotely; also performed on site for Key Accounts as designated. Design and develop one or more courses of action, evaluate each of the courses in a test environment to determine best solution. Validate results and make findings available for future troubleshooting and analysis.

Escalate issues requiring manufacturing or carrier services (Tier 4) support assistance within prescribed service levels and procedures for problem resolution in matters of greater complexity. Contribute toward the research and development of solutions to new and unknown issues. Ensure technical support services are delivered to clients in a high quality and professional manner consistent with company initiatives, client expectations as well as internal and external SLAs.

Primary Roles & Responsibilities:

• Provide Tier 3 escalation support for clients requiring expert troubleshooting on various technical matters involving hardware, software, network, and connectivity issues.
• Install, support and troubleshoot Mitel product line, including SIP, MiCollab & MiCC
• Primary product line responsibilities are Mitel MiVoice Business, Mitel 200, MiCollab & MiCC

• Identify, research, analyze, diagnose, resolve, and close escalated technical problems in a quality and timely manner.

• Provide comprehensive diagnostic, root cause and troubleshooting support, accurate problem resolution and make findings available for future troubleshooting and analysis.

• Determine the need to deploy field service resources required to deliver client service requests via incident management and dispatch processes through the service desk.

• Escalate irresolvable issues requiring manufacturing or carrier services (Tier 4) support assistance within prescribed service levels and procedures to complete problem resolution.
• Monitor service desk tickets volume, identify trends in problem activity, document findings and make available for future client troubleshooting issues and ensure timely closure of all assigned tickets.
• Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities.
• Utilize escalation and exception paths, processes, and systems to report current performance and make recommendations for improvement of performance.

• Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies, and relevant analytics.

• Continuously develop and enhance knowledge, skills, and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill set in the products & services that BBOX supports.

• Meet all financial performance objectives for area of responsibility and take corrective action as needed.

• Implement and make recommendations to improve methodologies, core competencies and processes for the service desk to ensure stable and quality product & service delivery consistent with company objectives and client expectations.

• Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection, and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal and external SLAs.

• Actively and consistently recommend and support all efforts to improve, simplify, automate, and enhance day to day service delivery operations and the client experience.

• Foster and contribute toward collaborative working relationships within NACS operations and across all levels and departments of the organization to execute service desk functions and company priorities.

• Achieve performance targets established by leadership for applicable Key Performance Indicators.

• Perform other duties as assigned by management.

  
  

Knowledge, Skills, Abilities

Accountability - Demonstrates an understanding of the link between one's own job responsibilities and overall organizational goals and needs and performs one's job with the broader goals in mind. Looks beyond the requirements of one's own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization's success.

Customer Focus - Demonstrates concern for meeting internal and external customers' needs in a manner that provides satisfaction for the customer. Considers the impact on the external customer when taking action, setting policies, or carrying out one's own job tasks. Looks for external trends that are likely to shape the wants and needs of customers in the near future. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.

Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment. Analyzes and distinguishes core problems by looking at the symptoms. Resolves key issues behind major problems in the short term while developing and executing long term solutions. Has a strong record for making decisions that are correct and accurate. Applies strategies to implement effective decision-making during crises.

Interpersonal Relationships - Demonstrates appropriate and professional behavior at all times. Uses a high degree of tact and diplomacy in working with others. Models and exercises sound judgment regarding personal conduct. Is aware of one's own style or preference and its impact on others. Earns the respect of others.

Problem Solving and Critical Thinking - Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on own knowledge and experience base and calling on other references and resources as necessary. Undertakes a complex task by breaking it down into manageable parts in a systematic, detailed way. Identifies the information needed to solve a problem effectively. Gets input from internal/external contacts who are closest to the problem.

Education / Experience Requirements

• Bachelor's Degree in Information Technology or related, preferred, or relevant experience.

• 5+ years of technical support engineering experience in a call center environment. Technology Services or Managed Service Provider industry experience required.

• MiVoice Business Core Technical Certification, MiContact Center Business Technical Certification, or related certifications required or relevant experience.

• Excellent Layer 2 & 3 networking skills including strong knowledge and proficiency in industry-standard networking technologies and infrastructures including cabling, LAN, WAN, and various telecommunication access methods, DNS based Global Server Load Balancing (GSLB) theory as well as legacy networking technologies and system interdependencies. Cloud & Virtualization technologies preferred.

• End-to-end process thinker, with proven experience in business processes and workflow design.

• Service awareness of all organization's key product and service offerings for which support is being provided.

• Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions.

• Excellent problem-solving skills with demonstrated success in root cause analysis.

• Demonstrated experience of continuously expanding and leveraging knowledge of technology, market, and industry trends with success in identifying, recommending, and implementing best practices and methodologies.

• Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.

• Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management tools such as ServiceNow and related cloud-based technology systems.