Technical Support Engr 3

4 days ago

Work from Home, Philippines Staff4Me Full time ₱40,000 - ₱80,000 per year

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.

Attitude and Aptitude​

  • 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​

​

Characteristics High Performer​

  • 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:

Technology​

  • 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.​

​

Platform Exposure​

  • Demonstrates proficiency with all Network Support Analyst and Network Support Technician platforms​
  • Requires Certification in at least one of the NST Level 2 Certifications, "); border-bottom: 0pxsolid transparent; background-size: 0pxvertical-align: 0pxline-height: 0pxposition: relative;" >all of the NST Level 3 Certifications and "); border-bottom: 0pxsolid transparent; background-size: 0pxvertical-align: 0pxline-height: 0pxposition: relative;" >all of the following: ​
  • Nomadix​
  • Ruckus WISE 1​
  • HP/Aruba ACSA​
  • Meraki CMNA​
  • Develops proficiencies with: ​
  • Marriott Connect My Device​
  • AGS/EGS "); border-bottom: 0pxsolid transparent; background-size: 0pxvertical-align: 0pxline-height: 0pxposition: relative;" >self installs​
  • IPTV (IGMP)​
  • GPON

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