L2 Engineer for a Network Security Account at SYKES

Objective

If you have technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a dynamic, high growth, learning environment, this role is for you. In this position you will need to understand and appreciate the challenges organizations face in implementing and integrating cloud technologies into complex IT environments across operating environments.

Requirements

  • Advanced English Speaker. Fluent in verbal and written English. High Proficiency level (85 %>).
  • Schedule Flexibility. Able to work on night shifts (must)
  • CCNA certification (must)
  • CCNP certification (desired)
  • Expertise in Linux Operating systems (desired)
  • BA/BS/MS in Computer Science, Management Information Systems, or related field (desired).
  • 2 - 3 years of Customer Support, technical support, system administration or related customer facing role.
  • Expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies and IIS.
  • Real passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.
  • Ability to learn new technologies quickly.
  • Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)
  • Ability to work independently with little direct supervision and as a part of a team.
  • Excellent analytical and organizational abilities.
  • Ability to remain calm, composed and articulate when dealing with tough customer situations.
  • Problem Solving and Analysis
  • Analytical Skills
  • Customer Focus
  • Active Listening
  • Organizational Agility
  • Leadership
  • Communications
Customer Service

Responsibilities

  • Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain companies service.
  • Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.
  • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
  • Serve as internal and external point of contact on customer issues and ensure they are resolved as expediently as possible.
  • Collect information and document bugs with Engineering for product issues that are impacting customers.
  • Provide feedback to the training and documentation organization so that common or emerging issues can be addressed before they become serious or widespread.
  • Create process or troubleshooting documentation in the support knowledge base.
  • Deliver against customer experience and efficiency targets.
  • Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.

Competitive salary based on experience and skills.

Apply Now

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