L3 Technical Engineer

Ktek Resourcing LLC; Cambridge (MA); On-site; USD 70,000 - 90,000; Full time

Job summary

A staffing solutions company is seeking an L3 Technical Support Engineer in Cambridge, MA. You'll handle complex technical support requests for Enterprise Travel customers, monitor applications, and respond to technical escalations. Required skills include expertise in web technologies, Linux, and programming in Perl or Python. Strong analytical and communication skills are crucial, along with 3-5 years of technical support experience. This role offers an opportunity to mentor junior staff and improve support processes.

Qualifications

• 3-5 years of experience providing technical support.
• Experience documenting support workflows and processes.
• Ability to manage conflicting priorities under guidance.

Responsibilities

• Process support requests from customers via email and telephone.
• Utilize debugging tools to triage partner issues.
• Write code snippets under supervision.

Skills

Technical support experience

Web technology and protocols expertise

Basic networking expertise

Medium to advanced Linux skills

Experience with Perl or Python

Experience with version control

Ability to read and construct XML

Strong analytical skills

Strong attention to detail

Strong English communication skills

Job description

K-Tek’s core business is into temporary staffing, permanent placement and volume hiring. Since inception of our staffing solutions has grown multi-fold with global offices. We know what works best for our clients and what doesn’t. This is the key differentiator and this is how we edge over the competition.

Job Description

Description: L3 Technical Support Engineer

Location 1 - MTV CA

Location 2 - Cambridge MA

Job Purpose:

Handle complex technical support requests from Enterprise Travel customers. Monitor and support internal environments, applications and tools. Handle first level technical escalations as part of a support desk.

Job Responsibilities

• Process support requests from customers, via email and telephone
• Follow documented process flows and playbooks to resolve customer issues
• Utilize debugging tools to triage partner issues autonomously
• Accurately maintain case management system, and record status of work
• Write code snippets under supervision
• Respond to technical alerts, and troubleshoot as necessary
• Identify when cases require escalation, and engage with higher support tiers to handoff cases
• Identify opportunities for process improvements
• Provide advanced technical troubleshooting of customer issues, including networking, and integration
• It may be required to work with cross functional teams spread across multiple geographies
• Provide mentoring and support to junior resources where appropriate

Skills / Qualifications

• Technical support experience, preferably in Enterprise software, or the travel industry
• Expertise in web technology and protocols (HTTP, SSL, XML, FTP, etc)
• Basic networking expertise and troubleshooting
• Medium to advanced linux skills
• Experience reading, writing and troubleshooting at least one of Perl or Python
• Experience with version control
• Ability to read and construct XML
• Familiarity with the Xymon open source product nice to have.
• Strong analytical, troubleshooting and problem-solving skills
• Strong attention to detail, and ability to follow processesStrong English oral and written communications skills to interact with customers and internal stakeholders
• Proven ability to manage conflicting priorities under guidance
• Experience working with teams in different timezones a plus
• Experience documenting support workflows and processes
• 3-5 yrs of experience providing technical support and environment support

Additional Information

All your information will be kept confidential according to EEO guidelines.