Global Service Engineer

Work from home 2-3 days a week. Hybrid Role. The Global Service Engineer (GSE) will be a member of a Central 24x7 Remote Support team dedicated to a specific customer – this will require taking turns working on Saturday and Sunday. The shifts will vary from morning and evening shifts every week, as well as the days of the weekend assigned. One Saturday or Sunday will be worked every week or 2 weeks depends on the size of the team.

• Carry out the functions of the Tier 1 Service Desk with adherence to ITIL 2011 based processes and within the timeframes associated with client’s SLA agreement.
• System Monitoring - Monitoring of global technology environment; taking action when alerts are received.
• Preventative maintenance – Perform regularly scheduled tasks including Health Checks, Service Validation, and Reporting.
• Front-end Incident Management; with a primary focus towards restoring services with SLAs.
• Manage ticket routing to the appropriate 3rd party support teams.
• Execute break/fix instructions for IPC provided technologies.
• Gather and analyze log information associated with the incident for escalation to other. Tiers.
• Front-end Service Request Management
• Coordinate service request with on-site resources
• Remotely execute system changes to fulfil service requests.
• Manage service request ticket lifecycle.
• Front-end Change Management process
• Coordinate change tickets and manage change control documentation with customer Change Control Board and assigned change managers.
• Manage lifecycle of change ticket.
• Ticket lifecycle support (Incidents, Changes, Service Requests) includes:
• Opening, tracking, and closing incident tickets.
• Providing timely customer facing ticket updates, depending on Severity/Priority of ticket, to meet SLAs. Call key stakeholders if necessary.
• Create tickets for all issues, incidents and requests received via client's Portal, phone call, email and chat.
• Classify incident and request severity and priority and manage tickets in accordance with Operating Level Agreements (OLAs).
• Maintain Run Book documentation – update workflows and procedures on a regular basis to keep documentation current.

• Bachelor’s degree or equivalent with 1-3 years of front line technical support or related service experience.
• Must possess experience with IT Infrastructure technologies and VoIP Telephony technologies. Must have experience working with ITSM system, such as Remedy.
• High energy and motivated individual with prior work experience in ITIL based culture.
• Experience supporting global customers, working with a wide array of individuals from ends users to customer’s business executives. Must demonstrate interpersonal skills necessary to work within a team environment and communicate effectively across a variety of geographically dispersed resources.
• Ability to be self-sufficient and work independently.
• Excellent organizational skills, written-verbal technical communication.
• Flexibility and willing to work non-standard hours on occasion to meet customer demands.
• Demonstrate commitment to quality and customer services.
• Methodical troubleshooting skills.
• Advanced skills with Microsoft Excel, Word and Visio to support updating technical documentation and Run Books.
• English (read, written, spoken).

• Experience with supporting trading floors with IPC Unigy technologies is desirable.
• Experience with NICE Voice Recording products, Cisco CUCM, Motorola WAVE/Twisted Pair, Oracle Acme Packets, Enghouse Proteus are a plus.
• Proven experience in process improvements and automation is a plus.
• Methodical troubleshooting skills. Wireshark experience a plus.
• SIP certification that covers VOIP path end to end, through PSTN and IP PBXs, via SBCs and proxies is desirable.