L3 Technical Support Representative | Hybrid - Cebu - ref. g44657419

Work in a dynamic Technical Support Center to provide worldwide support for complex solution products involving server-based, cloud-based, and device-based software and firmware.

#DiscoverYourMark and Be part of our highly dynamic team to enjoy the following benefits:

• HMO coverage from day 1 of employment for you and your dependents with Maternity coverage
• Expanded Medical Benefit
• Accident and life insurance
• Dental and optical reimbursements
• Free medical consultation with Lexmark’s in-house doctors
• Employee privilege access to lactating, gaming, music and sleeping room
• Health and wellness activities
• Work-life balance
• Semi flex schedule and alternative work arrangements
• Dress down Friday and Shift Allowance
• Company-sponsored team bonding activities
• Career advancement opportunities
• Unlimited access to online learning

***eligibility guidelines apply****

The Technical Support Engineer requires strong technical, troubleshooting, communication, and organizational skills to fulfill the responsibilities outlined below.

Roles and Responsibilities:

• Provide technical support for issues with complex solutions products that first-level Solutions Agents could not resolve.
• Serve as primary escalation point for solutions support for all issues in a particular geography that the first-level Solutions Agents could not resolve.
• Provide technical floor support at the Cebu site and chat-conference support to all geographies in real-time.
• Work jointly with first-level Solutions Agents, who are based in the geography of the customer, and with highly knowledgeable customers, such as trained help desks, service technicians, IT administrators.
• Troubleshoot issues reported by customers or Lexmark personnel, such as Professional Services Technical Consultants (formerly called Systems Engineers in NA)
• Quickly recognize the solution, leveraging master list of solutions or kbase to confirm infrequently called-about solutions.
• Rapidly review current state of the issue and troubleshooting information provided by first-level Solutions Agent, customer, and other Lexmark personnel.
• Quickly leverage information about customer environment, configuration, history for troubleshooting.
• Recreate issues when appropriate
• If first-level Solutions Agent has not done so, narrow down problematic area of the solution to a specific component.
• Determine whether issue resides in Lexmark product, Lexmark product configuration, or customer environment.
• Determine if call should be handled by Perceptive Software GSS and follow the Interaction Process appropriately.
• Apply a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions.
• Provide correct information and high-quality resolution for customer questions/issues.
• Escalate rapidly and within SLA to Product Engineering if a product defect exists, unable to find a resolution, or issue is outside the scope of the Agent’s defined support boundary for the product
• Reassess urgency of the issue with first level Solutions Agent and possibly the customer and apply judgment to reset the priority of the issue, thereby re-establishing SLAs for all Lexmark roles involved in resolving the issue.
• May provide support by phone, email, chat.
• Provide technical floor support at the Cebu site and chat-conference support to all geographies in real-time.
• Proactively manage and drive escalated issues through the PE escalation process to meet SLAs
• Review all open escalations to PE as frequently as SLAs dictate (example - every 4 hours for normal priority, hourly for high-priority) and process updates.
• Support issues related to configuration set at installation but subsequently changed
• Install and configure products to mirror customer configuration and environment to allow troubleshooting
• Understand how the configuration and initial setup impact operations. Identify whether changes made to customer configuration impacted operations, even when those changes are related to installation/set-up aspects.
• May assist first-level Solutions Agents and customers with Installation-related questions and issues.
• Serve as the Solutions Agent.
• May interface directly with customers, although Solutions Agent will own the communications and issue.
• Collaborate on processes, training, knowledge-base.
• Actively pursue additional knowledge to improve ability to resolve customer issues.

Education, Experience, and Certifications Basic Requirements:

• Bachelor's degree is required. B.S. in Computer Science, Electronics and Communications Engineering, Computer Engineering, Computer Science, Computer Information Systems, or Information Technology is preferred, including course work in these areas: operating systems, security, networking and network protocols, databases.
• At least 5 years' experience post Bachelor's degree is required:
• 2 years in IT administration or related work, involving web servers, networks, security, and server administration/support is preferred
• 2 years' experience in Lexmark Software or Solutions Technical Support
• Experience with and understanding of each of the following is preferred: to install, configure, administer, troubleshoot and resolve issues with products that interact with them, including the ability to capture and interpret associated log files
• HTML5 experience (reading, debugging) preferred
• Java script experience (writing, reading, debugging) required; certification preferred
• 3rd party certifications are required: MCSA, ICDN1, ICDN2, CompTIASecurity+
• Azure Certifications are preferred such as AZ-900, AZ-104
• A plus if with the certifications below:
• PL-400
• DP-203
• DA-100
• Required communications skills
• Fluent in both written and spoken English
• Strong written, verbal, and actively listening skills
• Ability to understand complex solution products and rapidly learn complex technology and troubleshooting techniques
• Ability to apply technical concepts and solve problems in situations where many variables exist.