Technical Support Engineer - Level 2

In this role, you will be responsible for working with our customers to understand, document and resolve their service requests. You will have a strong sense of ownership, attention to detail and communication as you manage the request to resolution. Troubleshooting and collaboration skills are important as you will work closely with our internal teams, and partners, if required, to identify problems, follow procedures, and resolve issues in a timely manner. Training and mentoring skills are also important. In this role you will identify training opportunities within the team, create content and deliver that content to the Solutions Support Team.

Responsibilities

• Act promptly to incoming calls, tickets, alerts, emails, or chats to resolve customer and partner issues.
• Understand and explain technical and procedural concepts to both technical and non-technical audiences.
• Troubleshoot and solve complex problems, analyzes issues, across a customer environment and provide effective solutions.
• Provide timely updates, both written and verbal to our customers, partners, and internal teams.
• Create knowledge articles and training to improve our knowledgebase and technical capability.
• Identify learning opportunities and partner with leadership to provide both technical and customer service mentorship.
• Represent PPT Solutions Support team on technical calls.
• Punctual and reliable attendance.
• Other duties as assigned.
  
  
  

Basic Qualifications

• Technical qualification in Computer Science, Technology, Engineering or proven experience in technical support or customer-facing roles.
• Data analysis and reporting. (e.g. Microsoft Excel, PowerBI).
• Experience of scripting, server management, patch management, virtualization, operating systems (Windows, Linux, Unix)
• Proven industry experience as a Technical Support Engineer. Delivering best in class service (e.g., CSAT, Service Levels, Resolution Rates)
• Proven to excel in business transformation and business improvement initiatives. Ability to be a change agent within the team on such initiatives.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.
• Excellent technical understanding of the technologies we work with. This includes understanding trends in industry, or our customer install base and using this knowledge to improve the quality of service we provide.
• A strong command of our business and our processes. Ability to develop automation and enhance processes and procedures.
• Customer-focused and collaborative mindset with a passion for delivering exceptional service.
• Must have 2 or more of the following:
• Fundamental understanding of IT infrastructure. Familiar with firewall, switches, routers, servers, or storage concepts
• Knowledge of operating systems (Windows, Lunix, Unix) and scripting is a plus.
• Windows server management / patching experience
• Experience working with hardware such as Dell PowerEdge, HP ProLiant, NetApp FAS, EMC Mid-Range, EMC Enterprise-Storage, IBM P Series etc.
• You will be fully trained on our systems and processes and must demonstrate the ability to be self-motivated with a strong sense of ownership and attention to detail.
  
  

Preferred Qualifications

• A+
• CCNA or Equivalent
• ITIL foundation or higher
• Microsoft/CompTIA
• Azure Infrastructure
• OEM Practitioner Certification
• Similar technical or customer service certification
  
  
  

Travel

• 5%