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Tier2 Technical Support Engineer
• Receive direct client contacts (e.g., via phone, video chat, web portal, email), triage, and provide remote client assistance to solve the issue directly if possible
• Talk to client and understand client problem
• Use the knowledge base available to resolve client-reported problems
• Redirect calls to field engineering support if a field support visit is required
• Escalate to remote expert (Tier 3 / “deep dive” team in future model) as required
• Provide part prediction and/or working/troubleshooting directions for the field engineering team
Tier3 Technical Support Engineer
• Respond to escalated software incidents from Tier 2 teams
• Respond to direct escalation (hardware and software), primarily by telephone from regional field service operations and Customer’s Authorized Service Providers
• Identify, troubleshoot, research, and resolve complex customer and field service issues; Deliver hardware, software and solution (Customer and third-party solutions) support using remote capabilities
• Create knowledge solutions for use by Customers Tier 1 and 2 team members, and field service engineers
• Engage with field support if a client visit is required.
• Escalate the incident to the “deep dive” team, regional service specialist or engineering team for engineering issues
Collabera is ranked among the top 10 Information Technology (IT) and professional staffing firms in the U.S., with more than $600 million in sales revenue and a global presence that represents approximately 14,000+ professionals across North America (U.S., Canada), Asia Pacific (India, Philippines, Singapore, Malaysia), and Europe (Ireland, Netherlands, Poland, United Kingdom). We support our clients with a strong recruitment model and a sincere commitment to their success, which is why more than 75% of our clients rank us amongst their top three staffing suppliers.
To know more about Collabera, please visit us on www.collabera.com.
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