- Respond to technical issues surrounding a combination of OnGuard, Netbox, and Elements Ecosystems, primarily by telephone, then e-mail and web or from other team members
- Interface directly with customers at various stages of the problem resolution process including, understanding customer issues, replicating customer configuration and environment (when needed), communicating action plans for resolution, explaining developments, and conveying resolution
- Thoroughly gather all required data and more, if possible, document all support cases in detail, troubleshoot, reproduce, escalate to senior staff when needed and raise escalation engagements as directed
- Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
- Work directly with other technical support staff, quality assurance, senior technical support engineers, team leads, development escalation engineers, and sustaining engineering/new product development to resolve problems adhering to any technical support department (TSG) escalation processes, while maintaining the company objectives
- Manage your own schedule of cases, which includes determining priority levels, negotiating, and setting expectations with customers and providing updates accordingly staying within TSG SLAs (Service Level Agreement)
- Assist with "support verification" projects providing a UAT smoke test of upcoming releases and/or hot fixes
- Contribute content to our growing knowledge base.
- Be familiar with any combo of Ecosystems your manager has outlined, 3rd party integrations, internal support workflows and best practices, platform tools, communication tools and methods
- Provide assistance to agents or senior requests to resolve common problems and escalations
- Support the team/department with various ad-hoc responsibilities, duties, and any various tasks as directed by Seniors/Team Leads or Managers.
- The L2 Technical Support Engineer wl adhere to all corporate guidelines, rules, and policies. The Technician must complete all ethics requirements as set forth by policy and other mandated tasks outlined by LenelS2 Management. This includes the attendance of all hands meetings, team meetings, skip levels, and other meetings requested or required by Management.
-
Technical Support Engineer
2 weeks ago
Russell Tobin Pittsford, United States· What are we looking for in our Technical Support Engineer? · Russell Tobin Associates seeking for Technical Support Engineer for one of our clients based in Pittsford, NY. Apply today for consideration · Job Title: Technical Support Engineer · Location: Pittsford, NY · Durati ...
-
Technical Support Engineer
2 weeks ago
Butler America Pittsford, United StatesTechnical Support Engineer Location: Pittsford, NY Job ID: #69150 Pay Range: $65-77 Position Outline HOURS 8:30am to 5:30pm As an L2 Technical Support Engineer you will: · • Respond to technical issues surrounding a combination of OnGuard, Netbox, and Elements Ecosystems, primar ...
-
Technical Support Engineer
1 week ago
Russell Tobin Pittsford, United StatesJob Title: Technical Support Engineer · Location: Pittsford, NY · Duration: 12 Months (with possible extension) · Hours:8:30 am to 5:30 pm · Payrate: $70/hr. to $79/hr. · Position Overview: As an L2 Technical Support Engineer, you will be responsible for addressing technical iss ...
-
Software Support Engineer
1 week ago
TEKsystems Pittsford, United States: · The end client develops a comprehensive product portfolio to protect buildings, people and assets; providing innovative security products that include advanced software and hardware, IP solutions, wireless communications, electronic locking systems, and mobile applications. O ...
-
Software Support Engineer
1 week ago
TEKsystems Pittsford, United States: · Our client in the Rochester area is looking for a Software Support Engineer to join our growing local team. This candidate will join a team that supports a Global Security Product Portfolio that protects buildings, people, and other assets. Day to day this candidate will be s ...
-
System administrator Ms 365
2 weeks ago
Oceanic Ventures Nazareth College, NY, United States FreelanceNazareth College, NY is a leading global company in the field of engineering and IT, formed through the merger of AKKA and Modis. As a global partner in a constantly changing technology and competitive environment, we support our clients with our 360° offering to create a more su ...
-
IT-Helpdesk / IT-Support Engineer (m/f/d)
1 week ago
BlueNova Industries Spencerport, United StatesFull-time position · Karlsruhe, DE · Job Description · Have you successfully completed your training as an IT specialist (m/f/d) for system integration or a comparable qualification and are now looking for an entry-level position in IT support / IT helpdesk? Or do you already ha ...
-
Data Support Engineer
1 day ago
Soleo Communications Rochester, United StatesJob Description · Job DescriptionWe are seeking a Data Support Engineer with experience in both SQL and NoSQL based architectures to join our team. This position will be responsible for the creation, maintenance and troubleshooting of data analysis tools and queries. · Duties and ...
-
Research/Engineering Support I
1 week ago
Rochester Institute of Technology Henrietta, United StatesJob Responsibilities · Research/Engineering Support I · Rochester Institute of Technology (RIT) College of Engineering Technology (CET), Department of Civil Engineering Technology, Environmental Management, and Safety (CETEMS) is inviting applications for a highly motivated Res ...
-
Customer Support Engineer
3 days ago
Safran Rochester, United StatesJob Description · Job DescriptionSalary: $80,000-$98,000 (annually) · Customer Support Engineer · What does it take to be successful at Safran Federal Systems? · Accountability: We hold ourselves to high standards instilling trust in those we work with. · Innovation: We love to d ...
-
Technical Support Engineer
5 days ago
LMT Technology Solutions Rochester, United StatesJob Description · Job DescriptionDescription:LMT Technology Solutions ) is a leading full-service Managed Services Provider (MSP) headquartered in downtown Rochester, NY, that serves the Rochester, Buffalo, and Finger Lakes region. · Our services include IT Managed Services, Prof ...
-
Technical Engineering Support Specialist
18 hours ago
FANUC America Corporation Rochester, United States** FANUC America Corporation** · ** Technical Engineering Support Specialist** · Rochester, MI 48309 · We are looking for talented people who value integrity, informed decision-making and collaboration. If you believe you are one of those talented people, and are interested in ...
-
Engineering Technical Support Coordinator
2 days ago
The Gleason Works Rochester, United StatesAbout Gleason · With more than 2,200 employees and 13 manufacturing facilities worldwide, Gleason Corporation is a leader in gear technology. Gleason's product and service offerings include gear and transmission design software, gear manufacturing machines and related accessories ...
-
Customer Support Engineering Technician
3 days ago
Safran Rochester, United StatesJob Description · Job DescriptionSalary: $28.17/Hour-$35.72/Hour · Customer Support Engineering Technician · Location: Rochester, NY Reports to: Customer Engineer Supervisor · FLSA Status: Non-Exempt Salary Range:$28.17/Hour-$35.72 hour · The Opportunity: · The Customer Support E ...
-
Software tester
1 week ago
Apex Ventures Henrietta, United StatesWhat do our customers expect from their technology solutions? The next level. This is what our team at FERCHAU achieves day after day. We are looking for you: an ambitious colleague who, like us, wants to take technology to the next level. We realize exciting projects for renowne ...
-
Cascade Innovations Henrietta, United StatesAt the earliest possible date, we are looking for a DevOps Engineer - ID Management (m/f/d) for our location in Berlin. · Your responsibilities · Conceptualization, planning, operation, and further development of the identity and authorization infrastructure based on SAP Identity ...
-
Clinical Laboratory Technician
1 week ago
Actalent Rochester, United States Full timeDescription: · Performs analyses on blood, tissue, and body fluids to aid health care providers in the diagnosis, prognosis, and treatment of patients. Testing is performed in specialized laboratories and may include highly skilled manual techniques or automated testing using sop ...
-
Quality Manager
2 days ago
Albany International Corp. Rochester, United States**Position Summary**: · *** · This is the top quality role in each functioning facility. Incumbent is accountable for decisions within the facility relative to operational compliance with all regulatory requirements and quality system procedures, appropriate use of CAPA and quali ...
-
Clinical Laboratory Technician
2 days ago
Actalent Rochester, United States Full timeDescription: · Performs analyses on blood, tissue, and body fluids to aid health care providers in the diagnosis, prognosis, and treatment of patients. Testing is performed in specialized laboratories and may include highly skilled manual techniques or automated testing using sop ...
-
Clinical Laboratory Technician
1 week ago
Actalent Rochester, United States Full timeDescription: · POSITION OVERVIEW: · Performs analyses on blood, tissue, and body fluids to aid health care providers in the diagnosis, prognosis, and treatment of patients. Testing is performed in specialized laboratories and may include highly skilled manual techniques or automa ...
Technical Support Engineer - Pittsford, United States - Butler Aerospace and Defense
Description
Technical Support Engineer
Location:
Pittsford, NY
Job ID:
#69150
Pay Range:
$65-77
Position Outline
HOURS 8:30am to 5:30pm
As an L2 Technical Support Engineer you will:
Performance:
The L- Technical Support Engineer must be available (ready) to take calls and/or assist others unless authorized to be off the phone.
The following Metrics must be maintained and will be documented for 1on1s with your manager: 90% Attendance and working (logged in) at the start of your shiftMFA (Multi Factor Authentication) (greater than >8.5)
Greater than 80 calls per month
Assist other teammates with issues when possible
Maintain 100% of ticket follow ups within the same business day during working hours and 70% of escalation engagements updates within the same business day during working hours and 100% within 24 business hours.
Greater than 65% first call resolution(FCR) monthly avgLess than 40-minute Average Handle Time(AHT)
Phone system utilization of more than 45%
o The Percentage of the time that the agent is efficiently busy with customer activities Plus available time to assist with customer activity.
o (Active Time - Not Ready Time) / (Active Time)Phone occupancy greater than 85%
o The Percentage of the time that the agents are efficiently busy with customer activities.
o (Active Time) - Sum(Ready Time + Not Ready Time)) / Sum(Active Time - Not Ready Time)
Other Responsibilities:
Benefits provided: 401K, medical, dental, and vision, sick time as applicable to state law
Butler America Aerospace, LLC. is proud to provide an equal opportunity workplace and be an affirmative action employer. Consider Butler because we are committed to hiring and retaining a diverse workforce.
We recognize that we thrive on diversity and inclusion for the benefit of our employees, our customers, and the communities where we are located.
Employment decisions are made without regard to race, color, religion, gender, national origin, ethnicity, veteran status, disability status, age, sexual orientation, gender identity, gender expression, marital status, mental or physical disability or any other legally protected status.
#ZR
