L3 Technical Engineer

Hi

Kindly share accordingly.

Key points to select the profiles :

1) Strong Post production support experience

2) Little experience with system admin role (All the profiles shared with me has good system admin experience, but production support at all. Please don't narrow the search only with system admin exp)

3) Good communication skills

Location 1 - MTV CA

Location 2 - Cambridge MA

While sharing kindly share the location in which he is interested, moreover Interview mode – Google Hangout get their comfortability too.

Description: L3 Technical Support Engineer

Job Purpose:

Handle complex technical support requests from Enterprise Travel customers. Monitor and support internal environments, applications and tools. Handle first level technical escalations as part of a support desk.

Job Responsibilities:

• Process support requests from customers, via email and telephone

• Follow documented process flows and playbooks to resolve customer issues

• Utilize debugging tools to triage partner issues autonomously

• Accurately maintain case management system, and record status of work

• Write code snippets under supervision

• Respond to technical alerts, and troubleshoot as necessary

• Identify when cases require escalation, and engage with higher support tiers to handoff cases

• Identify opportunities for process improvements

• Provide advanced technical troubleshooting of customer issues, including networking, and integration

• It may be required to work with cross functional teams spread across multiple geographies

• Provide mentoring and support to junior resources where appropriate

Skills/Qualifications:

• Technical support experience, preferably in Enterprise software, or the travel industry

• Domain expertise - Contact center, Services, Tech Trouble shooting etc

• System Administration experience

• Expertise in web technology and protocols (HTTP, SSL, XML, FTP, etc)

• Basic networking expertise and troubleshooting

• Medium to advanced linux skills

• Shell scripting experience

• Experience reading, writing and troubleshooting at least one of Perl or Python

• Experience with version control

• Ability to read and construct XML

• Familiarity with the Xymon open source product nice to have.

• Strong analytical, troubleshooting and problem-solving skills

• Strong attention to detail, and ability to follow processesStrong English oral and written communications skills to interact with customers and internal stakeholders

• Proven ability to manage conflicting priorities under guidance

• Experience working with teams in different timezones a plus

• Experience documenting support workflows and processes

• Development experience a plus

• 3-5 yrs of experience providing technical support and environment support

All your information will be kept confidential according to EEO guidelines.