Technical Support Engineer - Level 3 (Onboarding)

Technical Support Engineer – Level 3 (Onboarding)

At Park Place Technologies, a “customer first” attitude is inherent in every engagement with our customers. The Technical Support Engineer L3 is responsible for proactively responding to technical problems and incidents for customers supported under Park Place Technologies Maintenance and/or Managed Services offerings. This individual provides Level Three (L3) technical support on data center equipment and possesses original equipment manufacturer (OEM) technical product knowledge of the specific server, storage, or network hardware and/or software assigned for their role. The Solutions Support team is primarily focused on delivering Level 3 technical support post-sales. The team is also engaged to collaborate on delivering on our whole solutions lifecycle, which may include presales, professional services architecting, implementing, supporting, maintaining, and decommissioning data center solutions to ensure the continuity of business operations for all customers. This role is expected to work with other members of our Solutions Support organization in implementing and supporting Maintenance or Managed Services solutions for new and existing customers. In addition, the Technical Support Engineer L3 is responsible for working with our Research and Development (R&D) team to research, test, create, and deliver documentation and training as a part of our New Product Introduction (NPI) process for the release and support of new products and services.

Responsibilities:

• Strong understanding of monitoring tools and technologies.

• Configure, test, and validate storage, server, and networking devices for compatibility with our monitoring solution.

• Provide technical expertise and support to customers during the Onboarding phase, effectively communicating technical information and resolving any queries.

• Work closely with the development and product teams to suggest improvements for the monitoring tool based on customer feedback and technical observations.

• Deliver technical support and service solutions for Maintenance or Managed Services customers in line with industry best practice to deliver continual service improvement over the whole service lifecycle.
• Provide remote level three technical support to field engineers and customer end users, via problem identification, troubleshooting, diagnostics, and repair strategies to resolution.
• Responsible for creation and review of technical solutions in the form of action plans and knowledge documents and approving knowledge base articles.
• Manage the customer’s expectations, exhibit excellent communication skills while securing customer confidence in Park Place Technologies to maintain and manage their equipment.
• Work closely with Client Services to ensure new customers are migrated with seamless handover / transition into our Maintenance or Managed Service services.
• Strive for continual service improvement based on a desire to become a world class Maintenance and Managed Service provider.
• Actively monitor an assigned queue for incoming support requests raised by customers.
• Prioritize tickets based on the severity of the situation.
• Engage with vendor partners to ensure that customer issues are resolved in an expedient manner.
• Update internal ticketing system: add action plans, update incidents with all customer communications and ensure accurate time logging.
• Participate in 7x24x365 call rotation.
• Contribute proactively to new product and service development.
• Assist with R & D initiatives.
• Develop new lab environments as required to support NPI, R&D, and training initiatives.
• Attend internal product training classes.
• Other duties as assigned.

Basic Qualifications:

• Bachelor's degree,
• 4 + years’ experience working in a Level 2/3 technical support or IT administration role, predominantly working within IT datacenter services. (Managed Services focus.)
• 4 + years’ experience working in a Level 2/3 technical role with system installation, upgrades, and hardware Field Replacement Unit (FRU) procedures of products assigned. (Maintenance Services focus.)
• Background in engineering, service and support required.
• Strong interpersonal and communication (verbal and written) skills required, including strong telephone etiquette.
• Ability to understand and navigate technical situations with strong problem-solving skills.
• Productive with minimal supervision and possess excellent time management skills.
• Working knowledge of the specific OEM operating environments for the assigned products you will be supporting, including all relevant diagnostic tools and utilities.
• Experience working in a professional and consultative manner with customers, management, and platform vendor support requirements.
• Ability to work under pressure with calmness and composure.
• Ability to thrive in a team environment where resolutions may require a group effort. Fluent in English.
• Insert product/technical expertise requirements here: e.g., VMware, NetApp, Unix, etc….
• Ability to manage multiple tasks and projects simultaneously with meticulous attention to detail.

Preferred Qualifications:

• Vendor certifications a plus (Insert certification requirements here, e.g. (NCA/NCP, VCP, MSCA,) – may be required for specific platform support needs.

Travel:

• 10%