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Senior Network Support Engineer

3 months ago

Raleigh, United States Allbridge Full time

Company Overview


Please ensure you read the below overview and requirements for this employment opportunity completely.

Allbridge delivers property technology (PropTech) solutions that drive value for property owners in the multifamily and hospitality space to elevate the connected experience for residents and guests. We currently serve more than 1 million rooms across North America and the Caribbean partnering with owners, developers, general contractors, and operators who benefit from Allbridge’s combined engineering and support expertise with a vision of an innovative end-user digital experience.

We are rapidly growing and seeking top talent to join our team. If you want to work in a thriving industry that combines best-of-breed solutions with technology planning, engineering, installation, and support, Allbridge may be the company for you. Made up of talented, dedicated, and energetic professionals, Allbridge offers significant career growth opportunities, and competitive compensation and benefits which are designed to inspire, reinforce, and reward a culture of empowerment, teamwork, and a healthy work-life balance.

Join us in transforming property technology into one seamless, connected experience

Job Summary

Working as a subject matter expert performing as a network support team member, operate with a strong sense of urgency, ownership, and customer service, proactively setting expectations to effectively resolve cases and regularly update customers on the status of their open tickets. Guide and mentor team members on complex service issues (i.e., technical, best practices, soft skills, customer service, etc.) involving network and communication systems applications, including appropriately escalating a support cases. In all circumstances promote a productive and positive customer experience to resolving outages and/or incidents in existing hospitality and multifamily space infrastructure.

Successful individuals typically have a bachelor’s degree from an accredited university in computer science, information technology, or network engineering, and a minimum of three years of customer-facing work experience troubleshooting all aspects of service delivery to include endpoint, device provisioning, LAN and WAN connectivity and associated protocols/services such as ARP, DHCP, FTP, CDP/LLDP, etc.

This is an exempt role and is a member of the Technical Support, Data Department reporting directly to the Vice President, Support with a location of Raleigh, NC or Remote.

Allbridge is currently operating under a hybrid work model, allowing colleagues the opportunity to connect with others in person and the flexibility to work remotely. For some business groups and positions, job function requirements may require more time at the primary work location, while greater flexibility may be in place for others. 

Essential Job Functions and Responsibilities

  • Working as a subject matter expert, performing with a strong sense of urgency, ownership, and customer service, perform as a network operations support team member, proactively set expectations to effectively resolve cases and regularly update customers on the status of their open tickets. In all circumstances promote a productive and positive customer experience to resolving outages and/or incidents in existing hospitality and multifamily space infrastructure. Has authority to communicate with authorized customer representatives as needed.
  • Perform troubleshooting of data networks, endpoints, peripheral devices, and additional customer premise equipment that relates to the customer’s voice, video, and data network infrastructure, specifically for high-profile customers. Troubleshoot all aspects of service delivery to include endpoint, device provisioning, LAN and WAN connectivity and associated protocols/services such as ARP, DHCP, FTP, CDP/LLDP, etc. (Note: Each Lead Support Engineer position will be “assigned” a specific product - BroadSoft, NEC, Mitel, HSIA, Video, etc.)
  • Introduce and propose solutions to help maintain, test, and administer the most updated firmware on client equipment.
  • Guide and mentor team members on complex service issues (i.e., technical, best practices, soft skills, customer service, etc.) involving network and communication systems applications, including appropriately escalating a support cases.
  • Remain available to perform as an escalation point for Tier I and Tier II assigned product and hardware issues.
  • Participate in effectively resolving service tickets with full accountability with minimal escalation to senior members, according to company policy and standards.
  • Responsible for complex execution within support function for daily management of the assigned data support network product queue to ensure timely resolution per SLA requirements.
  • Prepare and communicate timely schedules, staffing for standard hours and on-call assignments to set expectations for complete coverage of Tier II / Tier III tickets from 8AM ET - 5PM PT M-F. As needed and assigned, remain available for escalation issues for assigned product after-hours.
  • Create, track, and evaluate productivity goals and metrics, effectively addressing unfavorable variances within the team (i.e., open tickets, aging cases, NPS, CSAT, etc.).
  • Contribute to maintaining a team world class Net Promoter Score (NPS) of 75 or higher, making recommendations to improve the quality, policy, and standards of customer service support. Continuously initiate efforts to develop a positive and engaging rapport with customers that builds trust as a long-term service provider.
  • Define standard support policies, standards, guidelines, and best practices, leading by example and consistently holding team members accountable to the same.
  • Consistently integrates Allbridge’s core values into their everyday habits by treating all customers, internal and external, professionally, honestly, and respectfully.
  • Accepts ownership and accountability of position responsibilities and strives to deliver results for customers that establish high standards, credibility, and quality performance
  • Other miscellaneous duties as assigned by management. 

Required Qualifications

  • Bachelor’s degree from an accredited university (or international equivalent) in computer science, information technology, or network engineering plus three years of experience in a network support capacity with demonstrated satisfactory job performance history or in lieu of a degree, must have at least 5 years of experience in a network support capacity.
  • Experience in an enterprise level, and remote call center with