Job Description
A Global Dutch Owned Audiovisual Electronics Manufacturer is seeking Tier 3 level hardware / software Support Engineers!
We are seeking a Tier 3 Support Engineer responsible for resolving escalations from both Tier 1 and Tier 2 support teams. This role involves taking ownership of advanced technical issues, coordinating with internal and external stakeholders, and ensuring effective communication throughout the resolution process.
Key responsibilities:
* Resolve technical issues escalated by Tier 2 Support
* Reproduce and resolve as many issues as possible, and engage in collaborative problem-solving with Tier 2 colleagues when applicable
* Maintain a high level of technical expertise in audio and video technology and associated IT infrastructure
* Maintain awareness and knowledge of industry-leading UC and meeting room applications, such as Microsoft Teams Rooms and Zoom Rooms
* Drive and take ownership of tickets escalated from Tier 2, serving as the primary contact for customers and stakeholders while resolving these tickets.
* Ensure that the customer escalation process is followed consistently within the Global Customer Experience Escalation Ladder
* Propose and communicate findings to the Global Customer Experience Knowledge & Learning Center to update the Support Knowledge Base and online content
* Provide training to Tier 1 and 2 Support Specialists
Requirements
* igh standard of personal integrity & professionalism
* Bachelor’s degree in a related field or combination of relevant education and experience
* 3–5 years in a similar role
* Familiar with test processes and methodologies
* Proficient with Microsoft Office suite (Teams, Word, Excel, OneNote)
* Excellent organizational, time management, communication, and presentation skills
* Ability to lead meetings, present to an audience, and conduct solution training.
* Excellent problem-solving and fault isolation skillset, a clear understanding of logic-based testing.
* Have a thorough understanding of modern audio and video technologies but also commonly used collaboration solutions from various vendors, such as Teams, Teams Rooms, Zoom, Zoom Rooms, etc.
* 2+ years of experience installing and configuring headset/collaboration applications such as Zoom Rooms, MTR, and similar on Windows, macOS, Linux, ChromeOS, iOS, Android environments, including hands-on product implementation
* 2+ years of experience with similar products and solutions, such as DECT and Bluetooth RF technology.
* The capability to explain complex setups and solutions.
* Strong analytical and influencing skills
* Ability to assist in building and supporting business cases
* Fluent in English, additional languages a plus
* Excellent communication skills, both written and verbal
* Ability to travel up to 20%