Level One Technical Support Engineer

Summary

The Level One technical support engineer is responsible for answering incoming technical support phone calls from Allied Telesis customers.  The L1 engineer will set the ticket priority, check customer entitlement, document customer issue, facilitate warranty replacements for defective product, and ensure proper escalation to L2 engineering and management. 

The L1 engineer is also responsible for basic troubleshooting of media converters, NIC cards and unmanaged switches.

Essential Duties and Responsibilities

The L1 Technical Support Engineer’s primary responsibilities include, but are not limited to, the following:Troubleshoot and resolve basic hardware issues for basic networking products such as:Physical issuesMedia ConvertersUnmanaged switchesLayer 2 managed switchesNIC cardsComplete and accurate documentation of customer issueComplete and accurate documentation of customer contact information and entitlementCustomer follow-upContribute technical answers to the Service’s Knowledge BasePerform Customer Account Management as assignedOther duties as assigned

 

Supervisory Responsibilities

The L1 Technical Support Engineer has no direct supervisory responsibilities.

 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.Knowledge of PC hardware and peripheralsFamiliarity with various Windows operating systems Linux/Unix/Solaris/Netware a plusKnowledge of fiber optic cabling and media convertersSpanish fluency is a plusKnowledge of general networking conceptsExcellent communications skills written and verbalCustomer service experienceBasic knowledge of Ethernet networks at Layers 1, 2, and 3 of the OSI ModelAbility to communicate technical and non-technical information verbally and in writing to customers, peers, subordinates, and managementProficient in all uses of personal computers, operating systems, business applications, and network-related technical applications, including automated design tools such as MS Visio

 

Education, Experience and Other Qualifications

There is no minimum education required for this position however a bachelors degree or greater is a plus.  Networking certificates accepted and paid for by Allied Telesis.

Other qualifications include:Demonstrates a desire for continued education and technology certificationExcellent interpersonal and organizational skills, diplomacy, and positive attitudeAbility to make decisions independently Ability to work under stress and the pressure of deadlines Flexibility and the ability to adapt to constantly changing priorities Good computer and basic math skillsAbility to maintain an excellent attendance record

 

Language SkillsStrong verbal and written communication skillsAbility to read and interpret documents such as safety rules, operating and maintenance instructions, engineering technical documents, and procedure manualsAbility to write routine reports and correspondenceAbility to speak effectively to technical and non-technical external customers as wells as internal employees of Allied Telesis

 

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

Reasoning AbilityAbility to apply common sense understanding to carry out instructions furnished in written, oral, or diagram formAbility to deal with problems involving several concrete variables in standardized situationsAbility to escalate non-common sense issues to managementAbility to learn from, and not duplicate, mistakes

 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is frequently required to stand, walk, and talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to sit and reach with hands and arms. The employee must occasionally lift and/or move up to 55 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and depth perception, as well as general hand-eye coordinated motor skills to turn screws and install networking equipment as needed.

 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is regularly exposed to electrically-connected equipmentThe noise level in the work environment is usually low to moderate, however, concentration on customer input is required

 

Interactions

This position primarily interacts with the following internal departments:Marketing Business Manager DepartmentsSales Management and Representative DepartmentsSales and Systems Engineering DepartmentsEngineering and Product Development DepartmentsCustomer Service and Order Entry DepartmentsAccounting and Finance Departments

 

Machines, Tools, and Equipment Utilized

The following list represents the machines, tools, and equipment most frequently used to perform the essential responsibilities of this position:Personal ComputersNetworking products and equipmentNetwork testing tools and equipmentNetworking softwareReference manualsBasic office equipment (phone, fax, etc)Basic writing utensils (pen, pencil)