Technical Support Specialist - Fleet
Company: Nesco Resource
Location: Naples
Posted on: June 21, 2022
Job Description:
SUMMARY: The Tier II, Fleet Technical Support plays a critical
role as the secondary escalation point of contact in resolving
technical customer issues, providing product and software training
and troubleshooting software and hardware issues while maintaining
established Service Level Objectives (SLOs). -Liaise the customer
wholesale relationships with technical staff to design and
implement company products and services. - This role works in close
collaboration with other Tiers and cross-functional units to ensure
all technical requirements are fully understood and all requests
are promptly driven to resolution.*Candidates must be bilingual in
Spanish and English. -ESSENTIAL FUNCTIONS:
- Provide remote support via phone and ticketing system to
customers worldwide for Company' s Location-based product
- Prompt triage of technical tickets and bugs and appropriately
escalate priority issues and unresolved issues to appropriate Tier
III support or as defined by process and include all relevant
details (such as problem description and actions performed to-date)
including verify resolution with customer
- Manage all Operational Customer Communications (24x7),
including:
- Receiving/acknowledging alerts and determining urgency
- Gather the necessary outage updates from the involved Tiers
and/or cross-functional teams
- Develop and communicate critical outage notifications to
customers and internal organizations and keep them informed of
status based on severity level update frequency
- Own Incident and Problem Management
- Identify repetitive, chronic and related incidents that may be
affecting multiple customers and services
- Identify and escalate not prioritized customer issues to GCS
management for resolution
- Coordinate with internal teams and external technology
partners, including global mobile network operators (MNOs), mobile
device manufacturers and any additional partners
- Actively updating customers via ticketing system regarding
progress, while adhering to KPIs following documented processes and
best practices
- Provide remote hardware and software troubleshooting
- Document new and maintain Work
Instruction/techniques/products/processes/implementations.
- Develop and build new/improve internal processes that help make
the support team's work easier
- Identify opportunities to mentor and train Tier I team
members
- Train internal and external customers (either in-person or
remotely) on processes, products and best practices
- Monitor and recommend improvements to the quality of service
support, incident management and organizational processes and
procedures
- Conduct job duties that may include additional responsibilities
as assigned by supervisors or other managers related to the
position/department -REQUIRED EDUCATION AND EXPERIENCE
- Minimum of 2-4 years of hands-on technical experience in M2M,
IoT, cellular telecommunications, geolocation services or data
networking -PREFERRED EDUCATION AND EXPERIENCE
- Post-secondary technical degree or diploma in IT or
communication services is desirable. - However, work experience and
in-role training will be strongly considered during the hiring
process
- Knowledge of TCP/IP, GRE, IPSec, POS, VRRP, HSRP, and SNMP
protocols desirable -SKILLS, ABILITIES AND QUALIFICATIONS
- Must have excellent command of the Spanish and English
language, both oral and written
- Willingness to take ownership of highly challenging tasks and
problemsApply Today! - -Nesco Resource and affiliates (Lehigh G.I.T
Inc, and Callos Resource, LLC) is an equal employment opportunity
employer and does not discriminate on the basis of race, color,
religion, sex, sexual orientation, gender identity, national
origin, disability, age, or veteran status, or any other legally
protected characteristics with respect to employment
opportunities.
Keywords: Nesco Resource, Cape Coral , Technical Support Specialist - Fleet, IT / Software / Systems , Naples, Florida
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