- Acts as an incident and problem manager for major outages.
- Responsible for the Customer Journey experience from Day 0 – Day 2
- Work with the customer on site during onboarding and incident escalations as needed.
- Is a technical knowledge escalation and subject matter expert point for the team.
- Triages and resolves high level escalated tickets.
- Oversees onboarding of new customers from a technical and documentation perspective and helps to complete the work.
- Supports new customers through first 90 days after going live.
- Helps with walkthrough during presales process.
- Tightens up processes and documentation missed during onboarding.
- Handle customer and technical escalations.
- Bridges the gap between onboarding and ongoing support turnover.
- Develops technical training and mentors' team for best practices of the Support Center and Managed Services.
- Helps to make customer onboarding run smoothly.
- Solve technically complex, strategic, high-profile, or long-running customer issues.
- Assists in automation and efficiency practices for Managed Services
- Participates as an on call technical escalation point.
- Assists and oversees tool development.
- Oversees the customer experience feedback loop.
- Participates in solutioning technology for customers that originate in the Support Center.
- Works to have technology best practices in place for managed services customers that are included in their service.
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Support Center Engineer 4 - Saratoga Springs, United States - cb20
Description
Job Description
Job DescriptionSalary: $80-90Kcb20 is a technology solutions provider of choice for organizations that value IT and Managed Services expertise and category-leading customer service.
We partner with the world's leading hardware and software companies to deliver end-to-end consulting, implementation and managed services across the U.S. With world-class engineering talent and 30+ years of experience cb20 delivers confidence, security, a true sense of control and the highest- quality, end-to-end customer experience in the business.
Summary
As a Support Center Engineer 4, you will be responsible for ensuring customers have a top-notch experience with Managed Services. This role is responsible for providing support during major outages and working through understanding how the issue happened, how to stop it from happening again, and implementing monitoring to know about the issue sooner. The candidate ensures the customer journey from day zero to day two support service is meeting and exceeding expectations. A Support Center Engineer 4 develops training and applies best practice techniques for the Managed Services team. This role is responsible for providing high level engineering escalation support for the team. and acts as a technical knowledge escalation point. Providing an elevated level of professionalism and day-to-day customer service.
Duties and Responsibilities
Qualifications Requirements/Job Specifications
Education: Bachelor's degree or higher in computer science or related field, OR equivalent combination of education and work experience. MCSE\MCITP certificate or equivalent knowledge.
Experience: 8+ years of IT engineering experience and Windows Administration. Industry expertise with enterprise infrastructure solution development (physical computer, networking, storage, or data center concepts).
Standards: Ability to follow standards as outlined in the cb20 Company Manual.
Skills: Strong working experience in networking, WAN, LAN topology, and support; installing, configuring, and setting up workstations, servers, and printer. Working experience in building, troubleshooting, and maintaining VMWare and Hyper-V Virtual networks; Microsoft product portfolio; various technology OEMS. Excellent troubleshooting skills, the ability to multitask, and strong written and verbal communication skills.
Working time: 40 hours/week. All other times as defined by the demands of the customers and department's needs.
Lifting: Typically, no lifting more than 25 lbs.
