Technical Support Engineer (level 3)

Staff4Me is currently seeking a highly skilled and experienced Technical Support Engineer (level 3) to join our team. As a Technical Support Engineer, you will provide advanced technical support and troubleshooting for our clients' complex issues. You will collaborate with cross-functional teams and use your expertise to deliver effective solutions and ensure customer satisfaction.

Responsibilities

• Provide real-time assistance to T2s, PNOCs and handle escalated calls. 
• Work on Escalations, contact properties, troubleshoot, and resolve outstanding issues.
• Work on Circuit Cutover
• Work with ISP to test their circuit and make sure that the entire IP block works and that the property is receiving correct/proper bandwidth.
• Work with vendors to get their devices configured for the new circuit, i.e. time clocks, Marriott routers.
• Work with our technician to run a cable from the new circuit to the core switch.
• PMS, Portal page implementation and troubleshooting including access code creation.
• Work with Tech Dispatches related to:
• PMS troubleshooting
• Wi-Fi survey
• Troubleshooting related to 3rd party vendors (GRE, phones, conference, BO and other services like chip n pin, pay@table etc). This includes cable run issues and firewall install/troubleshooting due to issues affecting 3rd party services.
• Work on SSID requests, conference issues and other special requests.
• Provide necessary analysis, aggregation and correlation of data, application logs, syslogs to isolate and identify faults in the production infrastructure (both wired and wireless).
• Work closely with Engineering, logistics, equipment and third-party vendors as new equipment and technologies are integrated with the production network.

Requirements

• At least 2 years of experience in technical support or a similar role.
• Strong technical knowledge and experience in troubleshooting complex issues.
• Excellent problem-solving and analytical skills.
• Experience working on a help desk or customer support environment.
• Ability to effectively communicate technical information to non-technical users.
• Strong customer service and interpersonal skills.
• Experience with remote support tools and ticketing systems.
• Knowledge of network protocols, operating systems, and software applications.
• Relevant certifications such as CCNA, MCP, or MCSE are preferred.
• Bachelor's degree in Computer Science or a related field is desired.