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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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