Managed Monitoring Services L2 Engineer

hace 2 semanas

San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completo

Job Summary

  • This role is responsible for effectively resolving moderate technical issues involving hardware and software through interactions with internal and external businesses and end users. The role engages in coordinating innovative solutions while supporting businesses to minimize issue occurrences and addressing complex challenges. The role also sets the services organization's direction aligned with customer needs, represents the organization in various activities, supports initiatives for business growth through technology, and leads projects with a fresh perspective to achieve operational and strategic goals.

Responsibilities

  • Resolves moderate technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems.
Research, diagnose, troubleshoot, and identify solutions to complex customer-facing technical issues.

  • Take ownership of assigned issues and see them through to resolution, ensuring timely and effective resolution.
  • Determine the best solution based on the issue and details provided by customers.
  • Perform remote troubleshooting, including reading and understanding logs and diagnostics.
  • Escalate issues to the appropriate team when necessary.
  • Document identified issues, solutions, and troubleshooting steps for future reference.
  • Contribute to the continuous improvement of support processes and knowledge base.
  • Provide excellent customer service and ensure customer satisfaction.
  • Acts as a trusted consultant, engaging with stakeholders to strategically plan, coordinate, and architect innovative solutions.
  • Supports internal or external businesses and end users to prevent or minimize issue occurrences, while also evaluating and resolving complex business challenges.
  • Exhibits excellent communication skills and integrates case resolutions into the Knowledge Management System (KMS).
  • Collaborates seamlessly with external partners, facilitating the seamless adoption of advanced systems while providing unwavering support for innovative services.
  • Sets a strategic compass for the services organization, aligning it with customer needs and coordinating closely with various counterparts.
  • Represents the organization through activities such as customer visits, participation in industry conferences/trade shows, and vendor meetings.
  • Supports initiatives aimed at amplifying business opportunities through innovative technologies, positioning the organization at the forefront of industry evolution.
  • Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
  • Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.

Education & Experience Recommended**- Bachelor's degree in computer science, Computer Engineering, or a related field.

  • Typically has 45 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field or an advanced degree with 35 years of work experience.
  • Proven experience in successfully resolving complex technical issues.
  • Demonstrated ability to analyze problems, identify root causes, and implement effective solutions.
  • Ability to work independently and as part of a team.

Preferred Certifications

  • ITIL Certifications
  • Nexthink/1E/ Techpulse relatyed work experience & certifications are desired
    Knowledge & Skills
  • Amazon Web Services
  • Automation
  • Computer Science
  • Customer Relationship Management
  • Customer Support
  • Debugging
  • Java (Programming Language)
  • Linux
  • Operating Systems
  • Product Support
  • Python (Programming Language)
  • Root Cause Analysis
  • Scripting
  • Software As A Service (SaaS)
  • SQL (Programming Language)
  • TCP/IP
  • Technical Services
  • Technical Support
  • Unix
  • Workflow Management

Cross-Org Skills

  • Effective Communication
  • Results Orientation
  • Learning Agility
  • Digital Fluency
  • Customer Centricity

Impact & Scope

  • Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity

  • Responds to moderately complex issues within established guidelines.
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