Level 2 Help Desk – Lexington

With over 60 offices in North America, Ajilon Consulting has provided a full spectrum of IT services to our clients in various industries for over 35 years. An industry leader in IT business solutions, we know that talent and skill are what build success, so we look for top notch, experienced IT professionals to join our team.

Senior Technical Support Engineer (Level II)
Job Description/Responsibilities
Reporting to the Manager of Global Support Services, the successful candidate will be responsible for providing a high level of customer satisfaction through the effective delivery of technical support and customer service programs. He/she will staff the Customer Service Hotline and email/web customer requests, including telephone, on-call pager, on-line and on-site support.

.Responsible for researching, troubleshooting, analyzing, and resolving customer hardware/software problem.
.Review and act upon daily reports of open service calls, escalate, assign or consult with Sustaining Engineers and management as required
.Generates Bug reports, product enhancement requests, FAQ's, Field Change Notices, etc.
.Assist Account Managers and Field Service Engineers (FSE's) in escalation situations.
.Lead cross-functional teams to define and develop customer problem resolution plans, tracking milestones, deliverables, and reporting to management.
.Consults and develops effective relationships with others to drive creative solutions to improve customer product satisfaction.
.Provides backup support for Level 1 on all the following functions:
oStaff and answer Customer Support 800 number during identified shifts, ensuring calls answered within 180 seconds.
oMonitor Customer Support's Help Inbox for emails and identify, document and respond to requests immediately upon receipt.
oLog all inbound activities (phone and email) into Call Tracking system.
oHandle customer RMA requests. This includes troubleshooting products with customer's to the best capability prior to performing an RMA on the product.
.Escalation point of contact interfacing with Customers, Sustaining Engineering, Account Managers, Field Service Engineers, and Consulting Services.
.Prioritize tasks to meet deadlines.
.24x7 on-call support
.Track, troubleshoot, update, escalate, and close customer support cases as appropriate.
.Ensure cases owned by the individual are updated regularly and that the customer is updated on a regular basis given department practices.
.Meet department target objectives on response and resolution times.
.Must be able to understand complex, customer specific environments to more readily resolve specific issues.

Additional Responsibilities:
.Handling escalation issues and provides technical expertise
.Mentoring customer support engineers by cross training and providing training presentations.
.Participate in technical training/QA/beta testing activities
.Participate in new products technical support and delivery reviews
.Assist in the generation and review of technical materials and bulletins
.Document technical knowledge base articles and in product presentations and demonstrations as needed.
.Traveling (10 to 15%) of time



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Salary: 35000 - 45000