**Job Summary**:
The Technical Support Technician is responsible for OEM equipment repair; this includes 24x7 technical support of client enterprise server and network infrastructure.
This position includes consulting with onsite technicians and customers to solve complex issues and restore service availability, this includes optimizing system performance and proactively identifying potential hardware issues.
**Essential Duties & Responsibilities Required**:
- Review OEM system logs and research system configurations and network technologies.System logs consist of multiple interactions across system hardware and software. Reviewing log data helps identify security breaches and component failure. An L2 technician uses experience and technical knowledge to analyses logs which also includes utilizing log processing tools. OEM system logs vary in complexity and deciphering this data can be complex. **(20%)**:
- Maintain accurate records of incident transactions and perform triage to implement service restoration. Accurate ticket management is essential to maintain operations and mitigate system failure. Technical data is used track IT equipotent and system efficiency. This data allows management to forecast workload and manage resources. **(10%)**:
- Demonstrate strong troubleshooting techniques to expedite service restoration. OEM troubleshooting techniques follow a systematic approach to identify a problem and create a technical plan to execute a repair and resolve the problem. An L2 provides remote guidance to the field engineer on how to implement a repair and restore service. **(20%)**:
- Provide timely service updates and communicate clearly when addressing customer questions and concerns. **(10%)**:
- Provides courteous, professional support to both internal and external customers on a wide variety of technical issues. **(15%)**:
- Alignment with IT escalation procedures are critical to improve operational efficiencies. This requires collaboration using our ticketing system across technical teams and management. OEM ticket escalation between L2 and L3 is based on complexity and adherence to service SLA's **(5%)**:
- L2 technicians collaborate with service management teams to determine how to respond to many different service requests. Working directly with sales on customer entitlement to replace faulty hardware. Interact directly with parts logics to ensure the correct part is identified and shipped to the customer. L2's also work directly with field engineers at the customers premises and provide technical guidance to restore service. **(5%)**:
- L2 technicians determine system failure and manage incidents to achieve agreed SLA's. This involves notifying management if service SLA's are at risk and keeping the customers updated on progress with service restoration. An L2 technician support field engineers remotely and may also travel to the customer promises to help the field engineer resolve difficult technologies or system configurations. **(5%)**:
- L2 technicians participate in an on-call 24x7x365 rote providing technical support globally. **(5%)**:
- Staying current with new technologies and OEM systems is critical, L2 are responsible to attending OEM system training and obtain product certifications as defined in service contracts. **(5%)**
**Other Duties & Responsibilities**:
- Additional duties as assigned
- Meets attendance and punctuality standards
**Required Knowledge, Skills & Abilities**:
- Able to recognize and attend to important details with accuracy and efficiency.
- Able to communicate clearly and convey necessary information.
- Able to converse and write effectively in English and Spanish.
- Able to create and conduct formal presentations.
- Able to interact effectively with all levels of management.
- Able to negotiate skillfully, promote/sell ideas persuasively, and close transactions with mutually beneficial results.
- Possesses strong organizational and time management skills, driving tasks to completion.
- Able to constructively work under stress and pressure when faced with high workloads and deadlines.
- Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities.
- Able to work independently with minimum supervision.
- Able to maintain confidentiality of sensitive information
- Able to be immobile for long extended periods.
- Able to build solid, effective working relationships with others.
- Able to quickly learn new systems and technology.
**Minimum Educational/Experience Requirements**:
- High School Diploma/GED (Bachillerato en Educación Media) required.
- Technical with Computer or Network Certificate field of study required.
- 3+ years of relevant work experience.
**Additional Education/Previous Experience Recommendations**:
- Associate Degree with Computer or Electrical Engineering Certification Field of Study preferred.
- Computer Science or Network and Server Certifications pre
