HighTech Company
Tier III Support Engineer will provide advanced technical support to customers via phone, email, remote access, salesforce, and/or onsite. This position's responsibilities will include being actively involved in escalations and advanced troubleshooting through an understanding of the organization's RTLS/LTC products and services. To ensure success as a Tier III Support Engineer, you should know Securitas Healthcare RTLS/LTC solutions, high-level communication skills, and the ability to work independently and as part of a team. As a Tier III Support Engineer, you will be a mentor to lower tiers and support them as needed, troubleshoot and work on complex and high-importance cases, escalate issues when needed, and work very closely with development and QA teams. In addition, you might be part of a beta team in new product testing and support.
Essential Job Functions
· Function as the primary customer contact for technical issues through remote control tools, telephone, and email, for all Securitas Healthcare RTLS/LTC products.
· Mentor and help lower-tier engineers when needed.
· Diagnosing and troubleshooting hardware, software, network, and/or 3rd party equipment issues.
· Upgrading, configuring, or reinstalling Securitas Healthcare software applications.
· Re-create customer issues and test customer configurations in-house for in-depth diagnosis.
· Collect pertinent data and escalate customer issues as required for development.
· Participate in on-call rotation for after-hours over-the-phone customer technical support as described above.
· Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate and complete solutions.
· Adhere to organizational goals
· Occasional travel to customer sites to perform on-site troubleshooting, training, audits, implementations, etc.
· Other duties as assigned
· Advanced experience working with Microsoft / Linux servers, Virtual environments, load balancers, certificates, VPN.
Could-based solutions like AWS, and Azure alike.
· Experience with Microsoft SQL is required.
(Understanding SQL structure, understanding maintenance jobs, ability to run or create basic queries)
· Wired/wireless on an enterprise-level network knowledge is required.
· Knows how to pars and collect network traces via Wireshark or network sniffers.
· Cloud base solution (Airwave, Cisco DNA Centre, DNA, )
(Understand how the wireless environment is set and be able to intelligently discuss it with the customer IT team).
· Knowledge and experience working with leading wireless vendors (Cisco, Aruba, Meru, etc.) is a big plus.
* משרה זו פונה לנשים וגברים כאחד.