Technical Support Engineer
Location: Pittsford, NY
Job ID:
Pay Range: $65-77
Position Outline
HOURS 8:30am to 5:30pm
As an L2 Technical Support Engineer you will:
Respond to technical issues surrounding a combination of OnGuard, Netbox, and Elements Ecosystems, primarily by telephone, then e-mail and web or from other team members
Interface directly with customers at various stages of the problem resolution process including, understanding customer issues, replicating customer configuration and environment (when needed), communicating action plans for resolution, explaining developments, and conveying resolution
Thoroughly gather all required data and more, if possible, document all support cases in detail, troubleshoot, reproduce, escalate to senior staff when needed and raise escalation engagements as directed
Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
Work directly with other technical support staff, quality assurance, senior technical support engineers, team leads, development escalation engineers, and sustaining engineering/new product development to resolve problems adhering to any technical support department (TSG) escalation processes, while maintaining the company objectives
Manage your own schedule of cases, which includes determining priority levels, negotiating, and setting expectations with customers and providing updates accordingly staying within TSG SLAs (Service Level Agreement)
Assist with "support verification" projects providing a UAT smoke test of upcoming releases and/or hot fixes
Contribute content to our growing knowledge base.
Be familiar with any combo of Ecosystems your manager has outlined, 3rd party integrations, internal support workflows and best practices, platform tools, communication tools and methods
Performance:
The L2 - Technical Support Engineer must be available (ready) to take calls and/or assist others unless authorized to be off the phone.
The following Metrics must be maintained and will be documented for 1on1s with your manager:
Ø 90% Attendance and working (logged in) at the start of your shift
Ø MFA (Multi Factor Authentication) (greater than >8.5)
Ø Greater than 80 calls per month
Ø Assist other teammates with issues when possible
Ø Maintain 100% of ticket follow ups within the same business day during working hours and 70% of escalation engagements updates within the same business day during working hours and 100% within 24 business hours.
Ø Greater than 65% first call resolution(FCR) monthly avg
Ø Less than 40-minute Average Handle Time(AHT)
Ø Phone system utilization of more than 45%
o The Percentage of the time that the agent is efficiently busy with customer activities Plus available time to assist with customer activity.
o (Active Time - Not Ready Time) / (Active Time)
Ø Phone occupancy greater than 85%
o The Percentage of the time that the agents are efficiently busy with customer activities.
o (Active Time) - Sum(Ready Time + Not Ready Time / Sum(Active Time - Not Ready Time)
Other Responsibilities:
Provide assistance to agents or senior requests to resolve common problems and escalations
Support the team/department with various ad-hoc responsibilities, duties, and any various tasks as directed by Seniors/Team Leads or Managers.
The L2 Technical Support Engineer wl adhere to all corporate guidelines, rules, and policies. The Technician must complete all ethics requirements as set forth by policy and other mandated tasks outlined by LenelS2 Management. This includes the attendance of all hands meetings, team meetings, skip levels, and other meetings requested or required by Management.
Education Requirements High School Diploma/GED minimum with a minimum 4 years of related experience Associates degree in Computer Science, IT, or electronics (preferred) Technical certifications such as Net+/MSSQL/MCP/MCSE/MCDBA (preferred) Language Proficiency Bi-Lingual English, Spanish, French and Portuguese proficiency a plus
Benefits provided: 401K, medical, dental, and vision, sick time as applicable to state law
Butler America Aerospace, LLC. is proud to provide an equal opportunity workplace and be an affirmative action employer. Consider Butler because we are committed to hiring and retaining a diverse workforce. We recognize that we thrive on diversity and inclusion for the benefit of our employees, our customers, and the communities where we are located. Employment decisions are made without regard to race, color, religion, gender, national origin, ethnicity, veteran status, disability status, age, sexual orientation, gender identity, gender expression, marital status, mental or physical disability or any other legally protected status.