L3 Solutions Engineer

Responsibilities :

Job Summary:

Work in a dynamic Technical Support Center to provide worldwide support for complex solution products involving server-based, cloud-based, and device-based software and firmware. The Technical Support Engineer requires strong technical, troubleshooting, communication, and organizational skills to fulfill the responsibilities outlined below.
 

Roles and Responsibilities:

· Provide technical support for issues with complex solutions products that first-level Solutions Agents could not resolve.

o Serve as primary escalation point for solutions support for all issues in a particular geography that the first-level Solutions Agents could not resolve.

o Provide technical floor support at the Cebu site and chat-conference support to all geographies in real-time.

o Work jointly with first-level Solutions Agents, who are based in the geography of the customer, and with highly knowledgeable customers, such as trained help desks, service technicians, IT administrators.

o Troubleshoot issues reported by customers or Lexmark personnel, such as Professional Services Technical Consultants (formerly called Systems Engineers in NA)

· Quickly recognize the solution, leveraging master list of solutions or kbase to confirm infrequently called-about solutions.

· Rapidly review current state of the issue and troubleshooting information provided by first-level Solutions Agent, customer, and other Lexmark personnel.

· Quickly leverage information about customer environment, configuration, history for troubleshooting.

· Recreate issues when appropriate

· If the first-level Solutions Agent has not done so, narrow down the problematic area of the solution to a specific component.

· Determine whether the issue resides in Lexmark product, Lexmark product configuration, or customer environment.

· Determine if call should be handled by Perceptive Software GSS and follow the Interaction Process appropriately.

· Apply a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions.

o Provide correct information and high-quality resolution for customer questions/issues.

o Escalate rapidly and within SLA to Product Engineering if a product defect exists, unable to find a resolution, or issue is outside the scope of the Agent’s defined support boundary for the product

o Reassess urgency of the issue with first level Solutions Agent and possibly the customer and apply judgment to reset the priority of the issue, thereby re-establishing SLAs for all Lexmark roles involved in resolving the issue.

o May provide support by phone, email, chat.

o Provide technical floor support at the Cebu site and chat-conference support to all geographies in real-time.

· Proactively manage and drive escalated issues through the PE escalation process to meet SLAs

o Review all open escalations to PE as frequently as SLAs dictate (example - every 4 hours for normal priority, hourly for high-priority) and process updates.

· Support issues related to configuration set at installation but subsequently changed

o Install and configure products to mirror customer configuration and environment to allow troubleshooting

o Understand how the configuration and initial setup impact operations. Identify whether changes made to customer configuration impacted operations, even when those changes are related to installation/set-up aspects.

o May assist first-level Solutions Agents and customers with Installation-related questions and issues.

· Serve as the Solutions Agent.

· May interface directly with customers, although Solutions Agent will own the communications and issue.

· Collaborate on processes, training, knowledgebase.

· Actively pursue additional knowledge to improve ability to resolve customer issues.

Education, Experience, and Certifications Basic Requirements:

· Bachelor's degree is required. B.S. in Computer Science, Electronics and Communications Engineering, Computer Engineering, Computer Science, Computer Information Systems, or Information Technology is preferred, including course work in these areas: operating systems, security, networking and network protocols, databases.

· At least 5 years' experience post bachelor's degree is required:

o 2 years in IT administration or related work, involving web servers, networks, security, and server administration/support is preferred

o 2 years' experience in Lexmark Software or Solutions Technical Support

o Experience with and understanding of each of the following is preferred: to install, configure, administer, troubleshoot, and resolve issues with products that interact with them, including the ability to capture and interpret associated log files

o HTML5 experience (reading, debugging) preferred

o Java script experience (writing, reading, debugging) required; certification preferred

· 3rd party certifications are preferred: MCSA, ICDN1, ICDN2, CompTIASecurity+

· Azure Certifications are preferred but not required such as AZ-900, AZ-104

· A plus if with the certifications below:

o PL-400

o DP-203

o DA-100

· Required communications skills

o Fluent in both written and spoken English

o Strong written, verbal, and active listening skills

· Ability to understand complex solution products and rapidly learn complex technology and troubleshooting techniques

· Ability to apply technical concepts and solve problems in situations where many variables exist.

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