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2nd Line Support Engineer - Telecommunications & UC - USA At Arkadin

Location: Schaumburg, Illinois

Job Description

Job Description

Based in Schaumburg, you will report to the Sr. Manager of Technical Support. The 2nd Line Support Engineer has both strong technical and customer service skills and will assist in the resolution and escalation of both internal and external technical support requests and incidents.


  • Provide excellent Tier 2 technical support across all Arkadin products, primarily Audio, Web and Video via ticket escalation.
  • Escalate issues to Tier 3 Support when necessary with all relevant and required information collected.
  • Ensure SLA’s are met.
  • Effectively documents internal/external issues.
  • Provides information regarding the status or resolution of the reported issues.
  • Provides the necessary follow-up on quality issues. Maintains a customer-oriented manner and professional relationship with internal and external customers.
  • Takes initiative to drive issues/problems to resolution and escalates when appropriate.
  • A thorough understanding of the company operations and departments.
  • Strong knowledge of common audio, web and Video issues and troubleshooting steps to resolve.
  • Understand all the different audio, web and Video services and there similarities/differences.
  • Works in partnership with others within the company to deliver quality service.
  • Consistently communicates with supervisors, team members, and other areas of the company to ensure customer issues and concerns are handled appropriately.
  • Communicates progress, results, goals, and issues to the supervisor on a regular basis.
  • Works successfully with other departments to ensure consistency between teams.
  • Consistently follows all department procedures and processes.
  • Actively participates in training and meetings.
  • Incident investigation on Arkadin service platforms on incidents escalated by Level 1.
  • Working with Arkadin Level 3 support and/or suppliers as and where necessary.
  • Act as an out of hours escalation point (on-call) for major incidents and technical diagnostic work.
  • Contribute to and maintain the Company Knowledge Base.
  • Provide training and guidance to 1st Line Support Engineers.
  • Performs other duties as assigned.

Qualifications

  • Strong verbal and written communication skills
  • Organization and time management skills
  • Candidate should have a good understanding PC Hardware/Standard software applications.
  • Basic Network knowledge
  • Knowledgeable in supporting IP networking; enterprise voice solutions, VoIP technology, IPSec, TDM Voice, VoIP CPE, soft switches, session border controllers, routers and firewalls.
  • Demonstrate excellent customer service skills, and be able to effectively work both in individual and team environments.
  • Demonstrates excellent interpersonal communications and organizational skills; has the ability to understand and communicate technical requirements to our customer.
  • Demonstrates sound judgment and initiative to satisfy internal and external customer requirements.
  • Completion of a high school education or higher.

Additional Information

All your information will be kept confidential according to EEO guidelines.