As an Engineer – Support, you will provide ongoing managed service support to end user customers. You will be responsible for application and network infrastructure support. You will handle support cases, including troubleshooting of ethernet networking problems in accordance with Service Level Agreements (SLA).
Responsibilities:
Develop customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience. Communicates with engineering, applications engineering, technical services, and quality assurance divisions of any problems, software bugs or emerging customer needs. Delivers an exceptional customer service providing infrastructure support. Handles incoming support cases, including troubleshooting of complex audio, video, and ethernet networking problems. Evaluates, identifies, and replicates issues and follows an escalation process ...