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Allbridge · 2 months ago

Senior Network Support Engineer, Tier III (Remote)

United States

Full-time

Remote

Senior Level

5+ years exp

Allbridge is the leading supplier of world class connected technology solutions, services, and support for high-density properties. The Senior Network Support Engineer will act as a subject matter expert, providing technical support and mentorship to team members while ensuring a high-quality customer experience through effective resolution of network and communication systems issues.

HospitalityRestaurants

No H1B

Responsibilities

Working as a subject matter expert, performing with a strong sense of urgency, ownership, and customer service, perform as a network operations support team member, proactively set expectations to effectively resolve cases and regularly update customers on the status of their open tickets. In all circumstances promote a productive and positive customer experience to resolving outages and/or incidents in existing hospitality and multifamily space infrastructure. Has authority to communicate with authorized customer representatives as needed

Perform troubleshooting of data networks, endpoints, peripheral devices, and additional customer premise equipment that relates to the customer’s voice, video, and data network infrastructure, specifically for high-profile customers. Troubleshoot all aspects of service delivery to include endpoint, device provisioning, LAN and WAN connectivity and associated protocols/services such as ARP, DHCP, FTP, CDP/LLDP, etc. (Note: Each Lead Support Engineer position will be “assigned” a specific product - BroadSoft, NEC, Mitel, HSIA, Video, etc.)

Introduce and propose solutions to help maintain, test, and administer the most updated firmware on client equipment

Guide and mentor team members on complex service issues (i.e., technical, best practices, soft skills, customer service, etc.) involving network and communication systems applications, including appropriately escalating a support case s

Remain available to perform as an escalation point for Tier I and Tier II assigned product and hardware issues

Participate in effectively resolving service tickets with full accountability with minimal escalation to senior members, according to company policy and standards

Responsible for complex execution within support function for daily management of the assigned data support network product queue to ensure timely resolution per SLA requirements

Prepare and communicate timely schedules, staffing for standard hours and on-call assignments to set expectations for complete coverage of Tier II / Tier III tickets from 8AM ET - 5PM ET M-F. As needed and assigned, remain available for escalation issues for assigned product after-hours

Create, track, and evaluate productivity goals and metrics, effectively addressing unfavorable variances within the team (i.e., open tickets, aging cases, NPS, CSAT, etc.)

Contribute to maintaining a team world class Net Promoter Score (NPS) of 75 or higher, making recommendations to improve the quality, policy, and standards of customer service support. Continuously initiate efforts to develop a positive and engaging rapport with customers that builds trust as a long-term service provider

Define standard support policies, standards, guidelines, and best practices, leading by example and consistently holding team members accountable to the same

Consistently integrates Allbridge’s core values into their everyday habits by treating all customers, internal and external, professionally, honestly, and respectfully

Accepts ownership and accountability of position responsibilities and strives to deliver results for customers that establish high standards, credibility, and quality performance

Other miscellaneous duties as assigned by management

Qualification

IP NetworkingLAN/WAN routingNetwork troubleshootingCustomer serviceLinux/Unix administrationData networks knowledgeWireless networkingMulti-taskingInterpersonal skillsProblem solvingTime managementCommunication skillsTeam collaborationAttention to detailFlexibility

Required

Bachelor's degree from an accredited university in computer science, information technology, or network engineering or at least three years' experience in a network support capacity with demonstrated satisfactory job performance history

Minimum of 5 years of relevant work experience supporting an enterprise level, and remote call center with <100 support personnel

At least three years' experience with IP Networking in a customer facing environment

Three years networking experience with a strong foundation in LAN/WAN routing, switching, enterprise wireless, enterprise firewalls/UTM and TCP/IP + OSI stack

Knowledge of VLAN and routing configuration, the ability to manage and support large LANs

Demonstrated ability to troubleshoot all aspects of service delivery to include endpoint, device provisioning, LAN and WAN connectivity and associated protocols/services such as ARP, DHCP, FTP, CDP/LLDP, etc

Knowledge of at least three required: Ruckus Wireless, Aruba Wireless, Meraki Wireless, HP/Aruba Network, Catalyst, Nomadix, Fortinet, and Watchguard

Must be able to work a flexible schedule in a 24/7/365 Call Center, including weekends and some holidays

Intermediate knowledge of data networks and voice applications

Demonstrated ability to collaborate internally to effectively report on and resolve customer cases in a timely manner

Ability to consistently assume responsibility and ownership for work performed

Ability to provide technical support for co-workers, customers, and other vendors

Must be able to work independently and in a fast-paced environment

Handle multiple tasks concurrently through prioritization and accurate problem assessment

Must consistently demonstrate a high level of customer-service oriented with excellent interpersonal skills

Operates daily with a high attention to detail, remains proactive, organized, reliable, and process-focused

Must possess excellent written and verbal communication skills, as well as interpersonal skills with a customer service focus in the English language

Demonstrate experience in analyzing and reporting call center data

Must be flexible, an outstanding communicator, and have established skills in accuracy, organization, and time management

Must be able to work effectively as a team member in a fast paced, and high-volume work environment

Required to have demonstrated intermediate level PC skills with the ability to effectively operate within a Windows Operating System and Windows based programs such as Microsoft Excel, Word, Outlook, SharePoint, Teams, and Project

Must be authorized to work in the United States without sponsorship