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.

Description: L3 Technical Support Engineer

Location 1 - MTV CA

Location 2 - Cambridge MA

Job 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.

• Process support requests from customers, via email and telephone
• Follow documented process flows and playbooks to resolve customer issues
• Utilize debugging tools to triage partner issues autonomously
• Accurately maintain case management system, and record status of work
• Write code snippets under supervision
• Respond to technical alerts, and troubleshoot as necessary
• Identify when cases require escalation, and engage with higher support tiers to handoff cases
• Identify opportunities for process improvements
• Provide advanced technical troubleshooting of customer issues, including networking, and integration
• It may be required to work with cross functional teams spread across multiple geographies
• Provide mentoring and support to junior resources where appropriate

• Technical support experience, preferably in Enterprise software, or the travel industry
• Expertise in web technology and protocols (HTTP, SSL, XML, FTP, etc)
• Basic networking expertise and troubleshooting
• Medium to advanced linux skills
• Experience reading, writing and troubleshooting at least one of Perl or Python
• Experience with version control
• Ability to read and construct XML
• Familiarity with the Xymon open source product nice to have.
• Strong analytical, troubleshooting and problem-solving skills
• Strong attention to detail, and ability to follow processes
  
  Strong English oral and written communications skills to interact with customers and internal stakeholders
• Proven ability to manage conflicting priorities under guidance
• Experience working with teams in different timezones a plus
• Experience documenting support workflows and processes
• 3-5 yrs of experience providing technical support and environment support

All your information will be kept confidential according to EEO guidelines.