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Tier II Collaboration Engineer

Company: Genesis Networks Inc
Location: Austin
Posted on: May 18, 2019

Job Description:

-Tier II Collaboration Engineer Austin TX (Must be located in the Austin area) Reporting to the Service Desk Manager, the Tier II Collaboration Engineeris responsible for performing routine MACD, troubleshooting and incident handling procedures while maintaining customer satisfaction and contributing to the highest delivery level of customer service possible. Act as an ambassador to both clients and our partner s support entities. Take ownership on all incidents and requests coming into the service desk. While over the phone, email and chat, be able to provide a pleasant support experience while addressing client s issues and requests, handle escalations and effectively document the details and updates on requests, and issues within ticketing tools. Ensure all incidents and change requests are documented fully and meet our client s and management s satisfaction before closing. Following up on all incidents and requests as per ticket handling procedures. Communicate information between tier III engineers and our clients. Request additional information from clients and partners as per ticket notes and inform clients or partners of closed incidents and requests. Creation of knowledge documentation and client specific issue documentation for each undocumented issue or procedure to aid in continuous improvement. Be aware of all expectations set by management and open to adjusting your service and support style to accommodate business goals. Maintain awareness of each client s technical environment and partner relationships as per documentation supplied for each account. Maintain awareness of contract specific SLAs and standards while working with a client as documented per each account. Be responsible for meeting attendance requirements for your scheduled shifts. Complete any daily assigned tasks or MACD requests that are within your tier responsibility before the end of your shift, or make the next shift aware of any outstanding requests to be completed. Attend team meetings to be aware of new client contracts coming online and the new procedures, services, or tools that come with them. Awareness of customer service principles and practices Ability to follow Service Desk procedures while working in an ITIL environment Ability to work within team-oriented, collaborative environment Ability to rapidly adapt and manage multiple demands concurrently while prioritizing issues in a fast-moving, dynamic environment Maintaining excellent communication, interpersonal, problem solving, and analytical skills and practices Maintaining and following the practices of change control in a PCI environment An understanding of Cisco VoIP technology including the ability to diagnose, identify and resolve problems of varying complexity with hardware, software, LANs, and servers Administration of applications in an enterprise environment Qualifications Work experience 1-4 years of experience in Service Desk support in an ITIL environment Excellent writtenverbal communication skills Exposure to supporting VoIP technology within a service desk environment MUST have Call ManagerCUCM Experience Understanding of Active Directory Understanding of VPN technologies is a plus Basic knowledge of MS Word, Excel, and PowerPoint along with general familiarity with MS Outlook. Experience with the administration of applications in an enterprise environment ITIL Certification is a plus CompTIA Network is a plus Previous exposure to supporting Cisco technologies is a plus

Keywords: Genesis Networks Inc, Austin , Tier II Collaboration Engineer, Engineering , Austin, Texas

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