Job Summary
• This role is responsible for effectively resolving moderate to complex technical issues encompassing hardware and software across internal and external businesses and end users as well as engaging as a trusted consultant for planning innovative solutions. The role leads representative activities, collaborates to prevent/ mitigate issues, architects and integrates solutions, and contributes to cross-functional projects. The role applies advanced expertise, exercises independent judgment, and fosters relationships while mentoring lower-level employees.
Responsibilities
• Resolves moderate to complex technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems.
• Sets a strategic compass for the services organization, aligning it with customer needs and coordinating closely with various counterparts.
• Acts as a trusted consultant, engaging with stakeholders to strategically plan, coordinate, and architect innovative solutions.
• Leads and represents the organization through activities such as customer visits, participation in industry conferences/trade shows, and vendor meetings.
• Collaborates with internal or external businesses and end users to prevent or minimize issue occurrences, while also evaluating and resolving complex business challenges.
• Architects, deploys, manages, and integrates solutions within specific environments, while also engaging in architecture and design reviews to enhance product quality through insights.
• Collaborates cross-functionally for efficient project delivery, enhancing troubleshooting efficiency and user experience, thereby driving successful outcomes.
• Supports initiatives aimed at amplifying business opportunities through innovative technologies, positioning the organization at the forefront of industry evolution.
• Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
• Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.
Education & Experience Recommended
• Four-year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.
Preferred Certifications
• ITIL Certifications
Knowledge & Skills
• Amazon Web Services
• Automation
• Computer Science
• Customer Relationship Management
• Customer Support
• Debugging
• Java (Programming Language)
• Linux
• Operating Systems
• Product Support
• Python (Programming Language)
• Root Cause Analysis
• Scripting
• Software As A Service (SaaS)
• SQL (Programming Language)
• TCP/IP
• Technical Services
• Technical Support
• Unix
• Workflow Management
Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
Impact & Scope
• Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.
Complexity
• Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.
Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.