L3 Technical Engineer

K-Tek's core business is into temporary staffing, permanent placement and volume hiring. Since inception of our staffing solutions has grown multi-fold with global offices. We know what works best for our clients and what doesn't. This is the key differentiator and this is how we edge over the competition.Job DescriptionDescription: L3 Technical Support EngineerLocation 1 - MTV CALocation 2 - Cambridge MAJob Purpose:Handle complex technical support requests from Enterprise Travel customers. Monitor and support internal environments, applications and tools. Handle first level technical escalations as part of a support desk.Job ResponsibilitiesProcess support requests from customers, via email and telephoneFollow documented process flows and playbooks to resolve customer issuesUtilize debugging tools to triage partner issues autonomouslyAccurately maintain case management system, and record status of workWrite code snippets under supervisionRespond to technical alerts, and troubleshoot as necessaryIdentify when cases require escalation, and engage with higher support tiers to handoff casesIdentify opportunities for process improvementsProvide advanced technical troubleshooting of customer issues, including networking, and integrationIt may be required to work with cross functional teams spread across multiple geographiesProvide mentoring and support to junior resources where appropriateSkills / QualificationsTechnical support experience, preferably in Enterprise software, or the travel industryExpertise in web technology and protocols (HTTP, SSL, XML, FTP, etc)Basic networking expertise and troubleshootingMedium to advanced linux skillsExperience reading, writing and troubleshooting at least one of Perl or PythonExperience with version controlAbility to read and construct XMLFamiliarity with the Xymon open source product nice to have.Strong analytical, troubleshooting and problem-solving skillsStrong attention to detail, and ability to follow processesStrong English oral and written communications skills to interact with customers and internal stakeholdersProven ability to manage conflicting priorities under guidanceExperience working with teams in different timezones a plusExperience documenting support workflows and processes3-5 yrs of experience providing technical support and environment supportAdditional InformationAll your information will be kept confidential according to EEO guidelines.#J-18808-Ljbffr