Hybrid Technical Support Engineer

Location: Cary, NY
Work Type: Hybrid
Experience Required: 3-5 years

We are seeking a Technical Support Engineer to join our Global Customer Operations (GCO) team, where you'll play a crucial role in delivering exceptional technical support and innovative solutions to our enterprise customers.

• Provide advanced technical support for customer network issues and serve as an escalation point for complex problems
• Maintain and troubleshoot customer network devices and infrastructure
• Monitor ticket queues and ensure resolution within established Service Level Agreements (SLAs)
• Document all customer interactions using provided toolsets
• Mentor junior technical support staff
• Work in a 24/7 environment, including rotating weekends, nights, and holidays as needed
• Maintain strict confidentiality of user, customer, and departmental information

• Bachelor's degree or equivalent work experience
• Strong networking knowledge (routing, switching, wireless technologies)
• Excellent written and verbal English communication skills
• Ability to obtain Government Confidential Security Clearances
• Customer-focused mindset with strong problem-solving abilities
• Demonstrated organizational skills and attention to detail

• Degree in Information Technology
• Cisco certifications (CCNA) or Juniper certifications (JNCIA)
• Service provider or service desk experience
• ITIL methodology knowledge
• Experience with ticketing systems
• Track record of working in team environments

As a Technical Support Engineer, you'll be the face of our company, ensuring every customer interaction meets our best-in-class standards. Our GCO team is trusted to deliver outstanding service, technology, and innovation that enables our customers' businesses to thrive

.We look forward to reviewing your application!
IND123