Job Description
Hours will be evening or weekends 8.5 hour shift.
10-6:30, 11-7:30, 12:30-9 or weekends.
As an L1 Technical Support Engineer you will: · 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, quali...
10-6:30, 11-7:30, 12:30-9 or weekends.
As an L1 Technical Support Engineer you will: · 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, quali...
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