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-Provides advanced technical advice and guidance on installation, adaptation, configuration or enhancement of Company technical products, programs. -Performs Tier III problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems. -Possesses a wide range of in depth skills and knowledge in computer hardware and software as well as networking systems in use at customer sites. -Provides expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements. -Provides expert and second tier technical support for the installation and repair of complex systems and outages. -Reviews system and configurations to ensure successful implementation of services into production. -Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time To Repair. -Partners with developers and engineers to reduce reoccurring incidents. -Provides consultative assistance during off hours as needed. -Assist in developing continuous process improvement for support tools, troubleshooting techniques. -Collaborate and assist R&D in the testing and optimization of product support techniques and tools. -Determine severity and complexity of a reported issue and if necessary escalate to the appropriate specialist. -Determine severity and complexity of a reported issue and escalate to the appropriate specialist. -Provides training to customers Apply Job!Â
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