Technical Support Engr 3

The primary function of the Network Support Engineer (NSE) is to resolve higher level networking and device issues. Must have the ability to participate in on-call rotation.

Attitude and Aptitude​

1. Maintain 80% productivity towards cases (time spent), 35-50 closed cases per month ​
2. Ensures a superior customer service experience with strong interpersonal skills, empathy and patience​
3. Ability to mentor and train Network Support Analysts and Network Support Technicians​
4. Demonstrates expert level aptitude on multiple platforms​
5. Displays excellent communication skills – listens to users, acknowledges the reality of their issues, translates their descriptions into technical terms fixes the problems and explains the solutions in terms the users can understand​

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Characteristics High Performer​

1. Customer service oriented with good interpersonal skills; able to respond promptly to client needs, follow through and resolve issues in a pleasant and helpful manner​
2. Highly detail oriented, organized and process focused with ability to multi-task​
3. Is dedicated and committed to problem resolution​
4. Willingness to share knowledge with team members, superiors and users​
5. Carries a humble attitude about knowledge limitations​
6. Ability to think logically and creatively​
7. Ability to apply knowledge to new situation

Requirements

Technology​

1. Exhibits expert level troubleshooting skills to ensure resolution of complex guest and property issues, including systemic issues​
2. Consistently delivers 90% resolution of customer questions and requests on first call​
3. Demonstrates advanced ability to assist multi-users and address property level issues and outages. Develops proficiencies with all NST issues plus: Fundamental networking (OSI model, 3rd party network integration, troubleshooting tools/processes, switching/routing, firewalls, etc.​
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Platform Exposure​

1. Demonstrates proficiency with all Network Support Analyst and Network Support Technician platforms​
2. Requires Certification in at least one of the NST Level 2 Certifications, "); border-bottom: 1px solid transparent; background-size: 3px; vertical-align: 1.42222px; line-height: 0px; position: relative;">all of the NST Level 3 Certifications and "); border-bottom: 1px solid transparent; background-size: 3px; vertical-align: 1.42222px; line-height: 0px; position: relative;">all of the following:​

1. Nomadix​
2. Ruckus WISE 1​
3. HP/Aruba ACSA​
4. Meraki CMNA​

1. Develops proficiencies with:​

1. Marriott Connect My Device​
2. AGS/EGS "); border-bottom: 1px solid transparent; background-size: 5px; vertical-align: 1.42222px; line-height: 0px; position: relative;">self installs​
3. IPTV (IGMP)​
4. GPON