The Tier 3 Technical Support Specialist Engineer is the final escalation point within the customer care and installation organizations. Technical issues that cannot be resolved by levels 1 & 2 support/installation staff are escalated to the Tier 3 Technical Support. This person is capable of troubleshooting and resolving the most difficult and complicated issues. This position works closely with Field Services, Tier 2 support, and the software engineering team. The Tier 3 TSS is the escalation point for technical support issues company-wide.

Job Type: Full-Time
Office Location: Concord, NH (Merrimack County, roughly 65 miles from Boston)

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Essential Duties & Responsibilities

  • The escalation point for issues being escalated from Tier 2 and Field services.
  • Responsible for reproducing/confirming product defects and reporting defects to Field Services and Product Management for future consideration.
  • Provide product training to Tier 2/Field Services and act as a mentor to junior support engineers.
  • Work continuously to increase Tier 2 TS engineer product knowledge by reviewing escalated cases on a weekly basis.
  • Create technical bulletins for the Tier 2 and field services teams.
  • Enhance the internal technical knowledge base.
  • Depending on the circumstances, the Tier 3 TS engineer could be required to travel to client sites.
  • Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved

Education and/or Experience

  • The ideal candidate will have a degree in Computer Science or Computer engineering or a minimum of 5 years’ experience in providing engineering level support on computer/communication’s systems.
  • Must have in-depth knowledge of various Microsoft Windows Operating systems, MS SQL database, LAN/WAN networking and IT network experience.
  • Experience with VoIP phone systems or P25 radio systems.
  • Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions.
  • Experience in complex software systems.

Qualifications

  • Ability to demonstrate strong analytical and problem-solving skills.
  • Excellent written communication and verbal skills, as well as strong listening skills.
  • Ability to handle multiple priorities.
  • Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions.
  • Methodically resolve the more difficult and complex production issues reported by customers and partners.

To Apply:

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