Senior Network Support Engineer
Company: Allbridge
Location: Raleigh
Posted on: October 19, 2024
Job Description:
Company Overview Allbridge delivers property technology
(PropTech) solutions that drive value for property owners in the
multifamily and hospitality space to elevate the connected
experience for residents and guests. We currently serve more than 1
million rooms across North America and the Caribbean partnering
with owners, developers, general contractors, and operators who
benefit from Allbridges combined engineering and support expertise
with a vision of an innovative end-user digital experience. We are
rapidly growing and seeking top talent to join our team. If you
want to work in a thriving industry that combines best-of-breed
solutions with technology planning, engineering, installation, and
support, Allbridge may be the company for you. Made up of talented,
dedicated, and energetic professionals, Allbridge offers
significant career growth opportunities, and competitive
compensation and benefits which are designed to inspire, reinforce,
and reward a culture of empowerment, teamwork, and a healthy
work-life balance. Join us in transforming property technology into
one seamless, connected experience! Job Summary Working as a
subject matter expert performing as a network support team member,
operate with a strong sense of urgency, ownership, and customer
service, proactively setting expectations to effectively resolve
cases and regularly update customers on the status of their open
tickets. Guide and mentor team members on complex service issues
(i.e., technical, best practices, soft skills, customer service,
etc.) involving network and communication systems applications,
including appropriately escalating a support cases. In all
circumstances promote a productive and positive customer experience
to resolving outages and/or incidents in existing hospitality and
multifamily space infrastructure. Successful individuals typically
have a bachelors degree from an accredited university in computer
science, information technology, or network engineering, and a
minimum of three years of customer-facing work experience
troubleshooting all aspects of service delivery to include
endpoint, device provisioning, LAN and WAN connectivity and
associated protocols/services such as ARP, DHCP, FTP, CDP/LLDP,
etc. This is an exempt role and is a member of the Technical
Support, Data Department reporting directly to the Vice President,
Support with a location of Raleigh, NC or Remote.Allbridge is
currently operating under a hybrid work model, allowing colleagues
the opportunity to connect with others in person and the
flexibility to work remotely. For some business groups and
positions, job function requirements may require more time at the
primary work location, while greater flexibility may be in place
for others. - Essential Job Functions and Responsibilities
- Working as a subject matter expert, performing with a strong
sense of urgency, ownership, and customer service, perform as a
network operations support team member, proactively set
expectations to effectively resolve cases and regularly update
customers on the status of their open tickets. In all circumstances
promote a productive and positive customer experience to resolving
outages and/or incidents in existing hospitality and multifamily
space infrastructure. Has authority to communicate with authorized
customer representatives as needed.
- Perform troubleshooting of data networks, endpoints, peripheral
devices, and additional customer premise equipment that relates to
the customers voice, video, and data network infrastructure,
specifically for high-profile customers. Troubleshoot all aspects
of service delivery to include endpoint, device provisioning, LAN
and WAN connectivity and associated protocols/services such as ARP,
DHCP, FTP, CDP/LLDP, etc. (Note: Each Lead Support Engineer
position will be assigned a specific product - BroadSoft, NEC,
Mitel, HSIA, Video, etc.)
- Introduce and propose solutions to help maintain, test, and
administer the most updated firmware on client equipment.
- Guide and mentor team members on complex service issues (i.e.,
technical, best practices, soft skills, customer service, etc.)
involving network and communication systems applications, including
appropriately escalating a support cases.
- Remain available to perform as an escalation point for Tier I
and Tier II assigned product and hardware issues.
- Participate in effectively resolving service tickets with full
accountability with minimal escalation to senior members, according
to company policy and standards.
- Responsible for complex execution within support function for
daily management of the assigned data support network product queue
to ensure timely resolution per SLA requirements.
- Prepare and communicate timely schedules, staffing for standard
hours and on-call assignments to set expectations for complete
coverage of Tier II / Tier III tickets from 8AM ET - 5PM PT M-F. As
needed and assigned, remain available for escalation issues for
assigned product after-hours.
- Create, track, and evaluate productivity goals and metrics,
effectively addressing unfavorable variances within the team (i.e.,
open tickets, aging cases, NPS, CSAT, etc.).
- Contribute to maintaining a team world class Net Promoter Score
(NPS) of 75 or higher, making recommendations to improve the
quality, policy, and standards of customer service support.
Continuously initiate efforts to develop a positive and engaging
rapport with customers that builds trust as a long-term service
provider.
- Define standard support policies, standards, guidelines, and
best practices, leading by example and consistently holding team
members accountable to the same.
- Consistently integrates Allbridges core values into their
everyday habits by treating all customers, internal and external,
professionally, honestly, and respectfully.
- Accepts ownership and accountability of position
responsibilities and strives to deliver results for customers that
establish high standards, credibility, and quality performance
- Other miscellaneous duties as assigned by management. -
Required Qualifications
- Bachelors degree from an accredited university (or
international equivalent) in computer science, information
technology, or network engineering plus three years of experience
in a network support capacity with demonstrated satisfactory job
performance history or in lieu of a degree, must have at least 5
years of experience in a network support capacity.
- Experience in an enterprise level, and remote call center
with
- Must have a least three years experience with IP Networking in
a customer facing environment (service provider environment is a
plus), three years networking experience with a strong foundation
in LAN/WAN routing, switching, enterprise wireless, enterprise
firewalls/UTM and TCP/IP + OSI stack, and knowledge of VLAN and
routing configuration, the ability to manage and support large
LANs.
- Must have demonstrated ability to troubleshoot all aspects of
service delivery to include endpoint, device provisioning, LAN and
WAN connectivity and associated protocols/services such as ARP,
DHCP, FTP, CDP/LLDP, etc.
- Knowledge of at least of three required: Ruckus Wireless, Aruba
Wireless, Meraki Wireless, HP/Aruba Network, Catalyst, Nomadix,
Fortinet, and Watchguard. Linux/Unix administration is a plus.
- Must be able to work a flexible schedule in a 24/7/365 Call
Center, including weekends and some holidays. All Shifts - 1st,
2nd, 3rd is available. - -
- Intermediate knowledge of data networks and voice applications
are required. Must be dedicated and committed to timely and
effective problem resolution. BroadSoft hosted platform experience
is preferred.
- Essential to have an excellent working knowledge and
application of the customer care team function, setting
expectations to consistently deliver a high touch customer service
experience, demonstrating excellent problem solving and
leadership.
- Must have a demonstrated ability to collaborate internally to
effectively report on and resolve customer cases in a timely
manner, and effectively coordinate resources.
- Ability to consistently assume responsibility and ownership for
work performed.
- Ability to provide technical support for co-workers, customers,
and other vendors.
- Must be able to work independently and in a fast-paced
environment.
- Handle multiple tasks concurrently through prioritization and
accurate problem assessment in a potentially stressful
environment.
- Must consistently demonstrate a high level of customer-service
oriented with excellent interpersonal skills; able to respond
promptly to client needs, follow through, and resolve issues in a
pleasant and helpful manner.
- Operates daily with a high attention to detail, remains
proactive, organized, reliable, and process-focused with ability to
multi-task in a dynamic, and rapidly changing product environment
work environment.
- Must possess excellent written and verbal communication skills,
as well as interpersonal skills with a customer service focus in
the English language.
- Demonstrate experience in analyzing and reporting call center
data.
- Must be flexible, an outstanding communicator, and have
established skills in accuracy, organization, and time
management.
- Must be able to work effectively as a team member in a fast
paced, and high-volume work environment, operating with a high
level of detail and conscientiousness.
- Required to have demonstrated intermediate level PC skills with
the ability to effectively operate within a Windows Operating
System and Windows based programs such as Microsoft Excel, Word,
Outlook, SharePoint, Teams, and Project.
- Must possess excellent written and verbal communication skills,
as well as interpersonal skills with a customer service focus in
the English language.
- Must be authorized to work in the United States without
sponsorship. Compensation / Benefits In addition to earnings and
other incentives Allbridge offers a comprehensive package of
benefits, based on eligibility, typically for regular, full-time
positions, some of which include:
- Medical and Prescription options, Dental, Orthodontics and
Vision Plans
- Rich HSA company-funded options and Flexible Spending
accounts
- Short and Long-Term Disability insurance options
- Life and Accidental Death and Dismemberment insurance Plan
options
- Supplemental Insurance Plan options
- 401(k) Profit-Sharing Retirement plan
- Flexible Paid Time Off after 60 days of employment
- Paid Holidays, per Employee HandbookEqual Opportunity Statement
Allbridge is an Equal Opportunity Employer. Allbridge does not
discriminate on the basis of race, religion, color, sex, gender
identity, sexual orientation, age, non-disqualifying physical or
mental disability, national origin, veteran status or any other
basis covered by appropriate law. All employment is decided on the
basis of qualifications, merit, and business need. -
PIeb0e43e77bd2-31181-35300572
Keywords: Allbridge, Raleigh , Senior Network Support Engineer, Engineering , Raleigh, North Carolina
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