Black Box has an opportunity for a remote Senior Cisco Collaboration Technical Support Engineer to support our client Tuesday- Saturday 12am-8am CST.
The Technical Support Engineer is responsible for exceptional client service that cannot be resolved by Tiers 1 & 2 support staff by providing Tier 3 technical support engineering through analyzing and troubleshooting the most difficult and advanced technical problems and resolving complex hardware, software, network and connectivity problems via several methods (phone, e-mail, instant message, automated alarms, etc.). Investigate elevated client support issues by reviewing work completed by Tiers 1 & 2, confirm the validity of the problem, research known solutions to related issue and provide advanced troubleshooting by ensuring the intricacies of the challenging issues are solved. Utilize various diagnostic tools to identify root cause of hardware, software, network and connectivity issues.
Provide thorough diagnostic and troubleshooting services to resolve client issues remotely; also performed on site for Key Accounts as designated. Design and develop one or more courses of action, evaluate each of the courses in a test environment to determine best solution. Validate results and make findings available for future troubleshooting and analysis.
Escalate issues requiring manufacturing or carrier services (Tier 4) support assistance within prescribed service levels and procedures for problem resolution in matters of greater complexity. Contribute toward the research and development of solutions to new and unknown issues. Ensure technical support services are delivered to clients in a high quality and professional manner consistent with company initiatives, client expectations as well as internal and external SLAs.