Technical Support Engineer - Level 3 (Onboarding)

Responsibilities

• Strong understanding of monitoring tools and technologies.
• Configure, test, and validate storage, server, and networking devices for compatibility with our monitoring solution.
• Provide technical expertise and support to customers during the Onboarding phase, effectively communicating technical information and resolving any queries.
• Work closely with the development and product teams to suggest improvements for the monitoring tool based on customer feedback and technical observations.
• Deliver technical support and service solutions for Maintenance or Managed Services customers in line with industry best practice to deliver continual service improvement over the whole service lifecycle.
• Work remotely to provide Level 3 technical support to field engineers and customer end users, through problem identification, troubleshooting, diagnostics, and repair strategies to resolution.
• Deliver technical support and service solutions for Maintenance or Managed Services customers in line with industry best practice to deliver continual service improvement over the whole service lifecycle.
• Manage the customer’s expectations, exhibit excellent communication skills while securing customer confidence in Park Place Technologies to maintain and manage their equipment.
• Ensure new customers are seamlessly migrated into our Maintenance or Managed Service services.
• Strive for continual service improvement based on a desire to become a world-class Maintenance and Managed Service provider.
• Monitor an assigned queue for incoming support requests raised by customers.
• Prioritize tickets based on the severity of the situation.
• Engage with vendor partners to ensure that customer issues are resolved in an expedient manner.
• Update internal ticketing system: add action plans, update incidents with all customer communications, and ensure accurate time logging.
• Participate in 7x24x365 call rotation.
• Contribute proactively to new product and service development.
• Absorb and contribute to R&D initiatives.
• Develop new lab environments as required to support NPI, R&D, and training initiatives.
• Attend internal product training classes.
• Other duties as assigned.

Requirements

• Bachelor's degree, 4+ years’ experience working in a Level 2/3 technical support or IT administration role, predominantly working within IT datacenter services (Managed Services focus).
• 4+ years’ experience working in a Level 2/3 technical role with system installation, upgrades, and hardware Field Replacement Unit (FRU) procedures of products assigned (Maintenance Services focus).
• 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.
• Fluent in English.

Qualifications

• Ability to manage multiple tasks and projects simultaneously with meticulous attention to detail.