Help Desk Engineer Level III

Reporting to the Help Desk Manager, the Help Desk Tier III Engineer provides initial employee support for technical inquiries received via the telephone and/or email. Assesses nature of problem and resolves advanced and technical support issues over the phone. Responsible for providing remote technical support on videoconference and networking equipment and adhering to the client’s needs while maintaining professional communications and demeanor.


DUTIES AND AREAS OF RESPONSIBILITIES

 

§ Responsible for delivering best in class customer service.

§ Perform network and/or equipment troubleshooting.

§ Document all incidents encountered regardless of severity.

§ Opening new cases and tracking resolution through internal ticketing system.

§ Provide 1st, 2nd and 3rd  level troubleshooting support to maintenance and conferencing customers

§ Support installations from simple endpoints thru the complex infrastructure products

§ Work with Pre-Sales Support, Project Management and Field Services on design, installation readiness, deployment and support of complex projects

§ Customer Training

§ Process and QA RMA requests

§ System certifications and remote equipment monitoring alarm response

§ Increase technical knowledge through classes offered.

§ Other duties as assigned.  Must be willing to travel as needed.

 

 

JOB REQUIREMENTS

 

§ Educational: BS in relevant field or work experience commensurate with the position.

 

§ Work Experience: Typically requires over 5 years of support experience.

 

§ Skills and Knowledge Summary:

o  High knowledge of technology maintenance. Good troubleshooting skills: able to define problems and offer valid resolution.

o  Advanced experience with hardware, software, internet, personal device, and telecommunication equipment.

o  Excellent communication, interpersonal, organizational, and planning skills

o  Proven customer service and technical skills or a technical aptitude.

o  Previous videoconferencing experience and LAN/WAN knowledge a plus

o  Relevant Certifications include CVE, TCEP, CTS, CCNA.  Products supported will include video conferencing technology from Polycom, Tandberg, Cisco and others.  AV Peripherals from ClearOne, AMX, Crestron, and Extron.

 

§ Other (e.g. languages, mobility, etc.):

o  Self-starter; enthusiastic team player.

o  Responsible; exhibits ‘sense of ownership’.

o  Flexible; the ability to manage/prioritize multiple tasks simultaneously.

o  Professional in appearance and conduct

o  Strong attention to detail and problem solving skills.

o  Demonstrated willingness and aptitude to learn new technologies and participate in Wire One Communications training courses

o  General office environment. High stress may occur at times. Heavy telephone usage.