Senior Network Support Engineer, Tier III (Remote)

reputed company reputed company is the leading supplier of world class connected technology solutions, services, and support for high-density properties. With more than 35 years of reputed company reputed company and industry experience, reputed company supports technology in over one reputed company rooms, in 8,000 properties, across reputed company and the Caribbean, including hotels, resorts, senior-living communities, condominiums, multifamily developments, and mixed-use properties. Job reputed company Working as a subject matter expert performing as a network support team member, operate with a strong reputed company of urgency, ownership, and customer service, proactively setting expectations to effectively resolve cases and regularly update customers on the status of their reputed company tickets. Guide and mentor team members on reputed company service issues (i.e., technical, best practices, soft skills, customer service, etc.) involving network and communication systems applications, including appropriately escalating a support cases. In reputed company circumstances promote a productive and reputed company customer experience to resolving outages and/or incidents in existing hospitality and multifamily reputed company infrastructure. Successful individuals typically have a bachelor's degree from an accredited university in computer science, information technology, or network engineering, and a minimum of three years of customer-facing work experience troubleshooting reputed company aspects of service delivery to include reputed company, device provisioning, LAN and WAN connectivity and associated protocols/services such as ARP, DHCP, FTP, CDP/LLDP, etc. This is an exempt role and is a member of the Technical Support, Data Department reporting directly to the Vice President, Support with a preferred location of Field/Remote. reputed company is currently operating under a hybrid work model, allowing colleagues reputed company to connect with others in person and the flexibility to work remotely. For some business reputed company and positions, job function requirements may require more time at the primary work location, while greater flexibility may be in reputed company for others. Essential Job Functions and Responsibilities • Working as a subject matter expert, performing with a strong reputed company of urgency, ownership, and customer service, reputed company as a network operations support team member, proactively set expectations to effectively resolve cases and regularly update customers on the status of their reputed company tickets. In reputed company circumstances promote a productive and reputed company customer experience to resolving outages and/or incidents in existing hospitality and multifamily reputed company infrastructure. Has authority to communicate with authorized customer representatives as needed. • reputed company troubleshooting of data networks, endpoints, peripheral devices, and additional customer reputed company equipment that relates to the customer's voice, video, and data network infrastructure, specifically for high-profile customers. Troubleshoot reputed company aspects of service delivery to include reputed company, device provisioning, LAN and WAN connectivity and associated protocols/services such as ARP, DHCP, FTP, CDP/LLDP, etc. (Note: reputed company reputed company Support Engineer position will be "assigned" a specific product - BroadSoft, NEC, reputed company, HSIA, Video, etc.) • Introduce and propose solutions to help maintain, test, and administer the most updated firmware on reputed company equipment. • Guide and mentor team members on reputed company service issues (i.e., technical, best practices, soft skills, customer service, etc.) involving network and communication systems applications, including appropriately escalating a support cases. • Remain available to reputed company as an escalation reputed company for Tier I and Tier II assigned product and hardware issues. • Participate in effectively resolving service tickets with full accountability with minimal escalation to senior members, according to company policy and standards. • Responsible for reputed company execution reputed company support function for daily management of the assigned data support network product queue to ensure reputed company reputed company per SLA requirements. • Prepare and communicate reputed company schedules, reputed company for reputed company hours and on-reputed company assignments to set expectations for complete coverage of Tier II / Tier III tickets from reputed company ET - 5PM ET M-F. As needed and assigned, remain available for escalation issues for assigned product after-hours. • Create, reputed company, and evaluate productivity goals and metrics, effectively addressing unfavorable variances reputed company reputed company (i.e., reputed company tickets, aging cases, NPS, CSAT, etc.). • Contribute to maintaining reputed company world class Net Promoter Score (NPS) of 75 or higher, making recommendations to improve the reputed company, policy, and standards of customer service support. Continuously initiate efforts to reputed company a reputed company and engaging rapport with customers that builds trust as a long-term service provider. • Define reputed company support policies, standards, guidelines, and best practices, leading by example and consistently holding team members accountable to the reputed company. • Consistently integrates reputed company's reputed company values into their everyday habits by treating reputed company customers, reputed company, professionally, honestly, and respectfully. • Accepts ownership and accountability of position responsibilities and strives to deliver results for customers that establish high standards, credibility, and reputed company performance • Other miscellaneous duties as assigned by management. Required Qualifications • Successful individuals typically have a bachelor's degree from an accredited university (or international equivalent) in computer science, information technology, or network engineering or at least three years' experience in a network support reputed company with demonstrated satisfactory job performance history. • Required to have a minimum of 5 years of relevant work experience supporting an reputed company level, and remote reputed company center with <100 support personnel. Strong preference to have knowledge of the hospitality, multifamily, and reputed company center industry. • Must have a least three years' experience with IP Networking in a customer facing environment (service provider environment is a plus), three years networking experience with a strong reputed company in LAN/WAN routing, switching, reputed company wireless, reputed company firewalls/UTM and TCP/IP + OSI stack, and knowledge of VLAN and routing configuration, the ability to manage and support large LAN's. • Must have demonstrated ability to troubleshoot reputed company aspects of service delivery to include reputed company, device provisioning, LAN and WAN connectivity and associated protocols/services such as ARP, DHCP, FTP, CDP/LLDP, etc. • Knowledge of at least of three required: Ruckus Wireless, Aruba Wireless, Meraki Wireless, reputed company/Aruba Network, Catalyst, Nomadix, reputed company, and Watchguard. Linux/Unix administration is a plus. • Must be reputed company to work a flexible schedule in a 24/7/365 reputed company Center, including weekends and some holidays. 1st shift 9 am-5 pm ET • Intermediate knowledge of data networks and voice applications are required. Must be dedicated and committed to reputed company and effective problem reputed company. BroadSoft hosted platform experience is preferred. • Essential to have an excellent working knowledge and application of the customer care team function, setting expectations to consistently deliver a high touch customer service experience, demonstrating excellent problem solving and leadership. • Must have a demonstrated ability to collaborate internally to effectively report on and resolve customer cases in a reputed company manner, and effectively coordinate resources. • Ability to consistently assume responsibility and ownership for work performed. • Ability to reputed company technical support for co-workers, customers, and other vendors. • Must be reputed company to work independently and in a fast-paced environment. • Handle multiple tasks concurrently through prioritization and accurate problem assessment in a potentially stressful environment. • Must consistently demonstrate a high level of customer-service oriented with excellent interpersonal skills; reputed company to respond promptly to reputed company needs, follow through, and resolve issues in a pleasant and helpful manner. • Operates daily with a high attention to detail, remains proactive, organized, reliable, and process-reputed company with ability to multi-task in a dynamic, and rapidly changing product environment work environment. • Must possess excellent written and verbal communication skills, as reputed company as interpersonal skills with a customer service reputed company in the English language. • Demonstrate experience in analyzing and reporting reputed company center data. • Must be flexible, an outstanding communicator, and have established skills in accuracy, organization, and time management. • Must be reputed company to work effectively as reputed company member in a fast paced, and high-volume work environment, operating with a high level of detail and conscientiousness. • Required to have demonstrated intermediate level PC skills with the ability to effectively operate reputed company a reputed company Operating System and reputed company based programs such as reputed company reputed company, Word, reputed company, SharePoint, Teams, and Project. • Must possess excellent written and verbal communication skills, as reputed company as interpersonal skills with a customer service reputed company in the English language. • Must be authorized to work in the reputed company without sponsorship. Workplace Benefits We Offer In reputed company to earnings and other incentives, reputed company offers a comprehensive package of benefits, based on eligibility, typically for regular, full-time positions, some of which includes: • Medical and Prescription reputed company, Dental, Orthodontics and reputed company Plans • Rich HSA company-funded reputed company and Flexible Spending accounts • 100% Company reputed company premiums for Short Term Disability • Life and Accidental Death and Dismemberment insurance Plan reputed company • Supplemental Insurance Plan reputed company • 401(k) Profit-Sharing Retirement plan • Flexible reputed company Time Off after 60 days of employment • reputed company Holidays, per Employee Handbook • Work culture supportive of diversity and inclusion Equal Opportunity Statement reputed company is an Equal Opportunity Employer. reputed company does not discriminate on the reputed company of race, religion, reputed company, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national reputed company, veteran status or any other reputed company covered by appropriate law. reputed company employment is decided on the reputed company of qualifications, reputed company, and business need. 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