Managed Monitoring Services L2 Engineer

Managed Monitoring Services L2 EngineerDescription -Job Summary:This role is responsible for effectively resolving moderate technical issues involving hardware and software through interactions with internal and external businesses and end users. The role engages in coordinating innovative solutions while supporting businesses to minimize issue occurrences and addressing complex challenges. The role also sets the services organization's direction aligned with customer needs, represents the organization in various activities, supports initiatives for business growth through technology, and leads projects with a fresh perspective to achieve operational and strategic goals.The resource would need to work with customers who are part of services being catered towards Managed Device Services.Responsibilities:Resolves moderate technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems.Research, diagnose, troubleshoot, and identify solutions to complex customer-facing technical issues. Take ownership of assigned issues and see them through to resolution, ensuring timely and effective resolution. Determine the best solution based on the issue and details provided by customers. Perform remote troubleshooting, including reading and understanding logs and diagnostics. Escalate issues to the appropriate team when necessary. Document identified issues, solutions, and troubleshooting steps for future reference. Contribute to the continuous improvement of support processes and knowledge base. Resolves moderate technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems.Acts as a trusted consultant, engaging with stakeholders to strategically plan, coordinate, and architect innovative solutions.Supports internal or external businesses and end users to prevent or minimize issue occurrences, while also evaluating and resolving complex business challenges.Exhibits excellent communication skills and integrates case resolutions into the Knowledge Management System (KMS).Collaborates seamlessly with external partners, facilitating the seamless adoption of advanced systems while providing unwavering support for innovative services.Sets a strategic compass for the services organization, aligning it with customer needs and coordinating closely with various counterparts.Represents the organization through activities such as customer visits, participation in industry conferences/trade shows, and vendor meetings.Supports initiatives aimed at amplifying business opportunities through innovative technologies, positioning the organization at the forefront of industry evolution.Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.Education (degree) and professional experience required:Bachelor or Master's Degree in Engineering or any other related discipline or commensurate work experience or demonstrated competence.Fluency in English (both written and verbal)Fluency in Spanish (both written and verbal) - could be an advantageTypically has 6-8 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field or an advanced degree with 3-5 years of work experience.ITIL Certifications could be an assetPersonal skills and qualities:Effective CommunicationResults OrientationLearning AgilityDigital FluencyCustomer CentricityTechnical skills (procedures and documents the employee has to be acquainted with):MS Power ShellPower BIData visualization Wex (TechPulse) Nexthink & 1E Amazon Web ServicesAutomationComputer ScienceCustomer Relationship ManagementCustomer SupportDebuggingOperating SystemsProduct SupportPython (Programming Language)Root Cause AnalysisScriptingSoftware As A Service (SaaS)SQL (Programming Language)Technical ServicesTechnical SupportWorkflow ManagementWe’re looking for visionaries who are ready to make an impact on the way the world works. 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