Technical Support Engineer

2 months ago

Fontana, California, United States Kaiser Permanente Full time
Job Summary

In addition to the responsibilities listed below, this position is responsible for assisting with configuration, installation, and support of network/telephony hardware, software, and VoIP systems. The position will also assist with ACD reporting, ACD call flow, vendor management, projects, and consultation, including providing assistance in the resolution of basic problems while managing the Network and Telephony infrastructure and environment following established standards and procedures. This also includes applying a working knowledge of enterprise toolsets focused on LAN/WAN capacity reports and Telephony Metrics, and knowledge of features and components of Network and Telephony Hardware and software.

Key Responsibilities
  • Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.
  • Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.
  • Assists with efforts to analyze and prioritize incoming requests and alerts.
  • Provides second-level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).
  • Resolves moderately complex problems and provides support to others.
  • Follows procedures for incident escalation and notification to leadership.
  • Supports and assists with troubleshooting efforts in conjunction with customers to identify moderately complex problems.
  • Identifies moderately complex problems and escalates to senior staff for prioritization.
  • Supports and assists with tracking and develops documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.
  • Supports and assists efforts to meet key performance indicators (e.g., performance, availability, capacity).
  • Supports and assists with the documentation of workarounds for problem records and changes to proactive processes.
  • Follows, supports, and assists in the development of standard operating procedures.
  • Provides knowledge repository for moderately complex technical support.
  • Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new technology.
  • Provides after-hours on-call support for moderately complex issues.
  • Supports and assists with the execution of disaster recovery and business continuity processes and events.
Requirements
  • Minimum two (2) years experience in network/telephony system and user support.
  • Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum three (3) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.
Preferred Qualifications
  • Two (2) years experience configuring, implementing, and supporting VOIP platforms or systems.
  • Two (2) years experience working with CISCO VOIP.

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