Offer summary

Qualifications:

Expert level troubleshooting skills in networking and device issues., Certification in at least one NST Level 2 Certification and all NST Level 3 Certifications., Strong interpersonal skills with a focus on customer service and problem resolution., Proficiency in fundamental networking concepts and various technical platforms..

Key responsibilities:

Resolve higher level networking and device issues while maintaining productivity metrics.

Participate in on-call rotation and mentor junior support staff.

Ensure superior customer service by effectively communicating technical solutions to users.

Assist multiple users with property level issues and outages, achieving high first-call resolution rates.

Job description

The primary function of the Network Support Engineer (NSE) is to resolve higher level networking and device issues. Must have the ability to participate in on-call rotation.

Attitude and Aptitude

Maintain 80% productivity towards cases (time spent), 35-50 closed cases per month
Ensures a superior customer service experience with strong interpersonal skills, empathy and patience
Ability to mentor and train Network Support Analysts and Network Support Technicians
Demonstrates expert level aptitude on multiple platforms
Displays excellent communication skills – listens to users, acknowledges the reality of their issues, translates their descriptions into technical terms fixes the problems and explains the solutions in terms the users can understand

Characteristics High Performer

Customer service oriented with good interpersonal skills; able to respond promptly to client needs, follow through and resolve issues in a pleasant and helpful manner
Highly detail oriented, organized and process focused with ability to multi-task
Is dedicated and committed to problem resolution
Willingness to share knowledge with team members, superiors and users
Carries a humble attitude about knowledge limitations
Ability to think logically and creatively
Ability to apply knowledge to new situation

Requirements

Technology

Exhibits expert level troubleshooting skills to ensure resolution of complex guest and property issues, including systemic issues
Consistently delivers 90% resolution of customer questions and requests on first call
Demonstrates advanced ability to assist multi-users and address property level issues and outages. Develops proficiencies with all NST issues plus: Fundamental networking (OSI model, 3rd party network integration, troubleshooting tools/processes, switching/routing, firewalls, etc.

Platform Exposure

Demonstrates proficiency with all Network Support Analyst and Network Support Technician platforms
Requires Certification in at least one of the NST Level 2 Certifications, "); border-bottom: 1px solid transparent; background-size: 3px; vertical-align: 1.42222px; line-height: 0px; position: relative;">all of the NST Level 3 Certifications and "); border-bottom: 1px solid transparent; background-size: 3px; vertical-align: 1.42222px; line-height: 0px; position: relative;">all of the following:

Nomadix
Ruckus WISE 1
HP/Aruba ACSA
Meraki CMNA

Develops proficiencies with:

Marriott Connect My Device
AGS/EGS "); border-bottom: 1px solid transparent; background-size: 5px; vertical-align: 1.42222px; line-height: 0px; position: relative;">self installs
IPTV (IGMP)
GPON

Required profile