Technical Service Engineer (VIRTUAL / REMOTE)

Location: Boston, MA
Date Posted: 08-12-2018
Our next Technical Service Engineer should experienced with Networking (R/S), Security, Wireless, and Upgrades.  This role offers the opportunity to deliver exceptional customer service through direct service to both our managed service and federal customer’s support needs.  


  • Ensure 100% customer satisfaction in all internal and external transactions through consistently meeting/exceeding customer account needs and identifying opportunities to enhance delivery of company service and support goals.
  • Accept customer calls, alerts and escalations from the Level 1 operations team within specified timeframes, maintain case ownership, and keep customers informed of progress.
  • Act as the point of contact for customer incidents reported by telephone, email and remote monitoring tools ensuring all processes and agreed upon standards are followed. This includes performing system analysis techniques to consult with end users and determining the hardware and software system functional specifications.
  • Maintain accuracy of all reports/audits and client documentation based on Red River and customer defined system specifications. Ensure log entries to the ticketing system are accurate, concise and timely to meet the SLAs (service-level agreement).
  • Maintain clear understanding of the interdependencies that problem, change and configuration managements processes have on good incident management practices.
  • Exercise sound judgment when working outside defined practices and procedures; accurately close incidents for known errors without the need for functional escalation
  • Escalate potential areas for improvement to standard operating procedures (SOPs) to team leadership.
  • Keep current on new releases, updates and changes to Customer Run Book content
  • Engage in IT certification programs to develop subject matter expertise and continually pursue on-going training and development opportunities to advance skill sets and, in turn, ability to effectively deliver to customers
  • Act as a mentor to Level 1 Customer Service Representatives.


  • BS Business Administration, Computer Science, Engineering or other technical degree or equivalent experience
  • Experience in the areas of incident and problem management, ticket handling and escalation, performance monitoring, advanced IT troubleshooting, technical run book creation and maintenance, infrastructure management and processes adherence.
  • At least 3 years of Hands-on experience configuring and troubleshooting routers and switches
  • Hands on experience in technologies such as Wireless, Server and Security is a plus.
  • Previous technical support (success in Level One customer-facing roles) and experience in IT infrastructure with focus on storage, backup, databases and network
  • Deep knowledge of network analysis/management tools and techniques
  • Proven ability to utilize CRM data, product documentation and other resources to research and resolve client technical issues
  • Strong MS Office skills in using and developing documents, technical diagrams, spreadsheets, and presentations are required
  • Strong background in service delivery to Federal and Commercial customers desired

Additional Information

  • CCNA Route/Switch certifications required
  • CCNP Route/Switch required within 90 days of employment
  • Requires the ability to obtain and maintain a secret clearance
  • Provide after hours on call support as required

Performance Expectations

  • Work independently with a focused direction while adding value and contributing to overall team performance.
  • Perform quality work within deadlines with or without direct supervision
  • Interact professionally with other employees, customers and suppliers
  • Work effectively as a team contributor on all assignments
  • Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations
Candidates for the job should possess excellent organizational skills as well as the ability to efficiently multi-task. Ideal candidates have a strong focus on day-to-day operational excellence, and a personal style that builds trust, and inspires loyalty. The candidate should be motivated, proactive, be able to learn and adapt quickly.
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