Technical Support Engineer; Level 3

Job Description

As a Level 3 Technical Support Engineer at Coates Group, you will play a crucial role in handling and resolving escalated deployment and post-deployment support tickets from L2 technical support, including clients. Your responsibilities will include providing deep, analytical troubleshooting for complex technical issues within defined SLAs. You will collaborate closely with internal operations and content teams to provide resolutions to escalated tickets, review and escalate bugs and defects, maintain strong customer rapport, and contribute to building the Coates knowledge base.Key Responsibilities:- Provide deep, analytical troubleshooting for complex tech issues within defined SLAs.- Collaborate with internal operations/content team to provide resolution to escalated tickets.- Review and escalate bugs and defects, collaborating with development teams for resolutions.- Maintain strong customer rapport and ensure timely communication.- Contribute to documentation to build Coates knowledge base.- Stay up to date with the latest technologies concerning Coates products and underlying technologies.- Test and maintain hardware devices, perform OS/software installation, and handle manufacturer warranty applications.- Develop manuals and knowledge articles for internal and external use.- Participate in process improvement discussions and perform network troubleshooting to ensure all hardware is up to date.Qualification Required:- Minimum 2 years of working experience providing L2 support in the IT industry.- Background in IT systems, networking, or hardware.- Experience working with ticketing tools.- Excellent understanding of SLAs.- Advanced knowledge and experience working in a Linux environment, especially Ubuntu.- Knowledge of scripting languages (e.g., Bash, JavaScript, basic PHP).- Experience with server, hardware, and software support in a networking environment.- Understanding of server-client architecture.- Strong knowledge of Microsoft PowerPoint and Excel is an added advantage.About Coates:Coates Group is a global technology company that focuses on creating dynamic, smart, personalized, and engaging customer experiences powered by digital hardware, a proprietary content management system, and industry-leading signage solutions. With a presence in over 50 global markets and 9 offices worldwide, Coates Group values innovation and creativity while remaining committed to continual growth and evolution. As a member of the Coates Crew, you will be part of a team that is revolutionizing how the worlds leading brands leverage technology to drive exceptional customer experiences. As a Level 3 Technical Support Engineer at Coates Group, you will play a crucial role in handling and resolving escalated deployment and post-deployment support tickets from L2 technical support, including clients. Your responsibilities will include providing deep, analytical troubleshooting for complex technical issues within defined SLAs. You will collaborate closely with internal operations and content teams to provide resolutions to escalated tickets, review and escalate bugs and defects, maintain strong customer rapport, and contribute to building the Coates knowledge base.Key Responsibilities:- Provide deep, analytical troubleshooting for complex tech issues within defined SLAs.- Collaborate with internal operations/content team to provide resolution to escalated tickets.- Review and escalate bugs and defects, collaborating with development teams for resolutions.- Maintain strong customer rapport and ensure timely communication.- Contribute to documentation to build Coates knowledge base.- Stay up to date with the latest technologies concerning Coates products and underlying technologies.- Test and maintain hardware devices, perform OS/software installation, and handle manufacturer warranty applications.- Develop manuals and knowledge articles for internal and external use.- Participate in process improvement discussions and perform network troubleshooting to ensure all hardware is up to date.Qualification Required:- Minimum 2 years of working experience providing L2 support in the IT industry.- Background in IT systems, networking, or hardware.- Experience working with ticketing tools.- Excellent understanding of SLAs.- Advanced knowledge and experience working in a Linux environment, especially Ubuntu.- Knowledge of scripting languages (e.g., Bash, JavaScript, basic PHP).- Experience with server, hardware, and software support in a networking environment.- Understanding of server-client architecture.- Strong knowledge of Microsoft PowerPoint and Excel is an added advantage.About Coates:Coates Group is a global technology company that focuses on creating dynamic, smart, personalized, and engaging customer experiences powered by digital hardware, a proprietary content management system, and industry-leading signage solutions. With a presence in over 50 global markets and 9 offices

Keyskills :
LinuxNetworkingHardwareTicketing toolsSLAsBashJavaScriptPHPServer supportSoftware supportMicrosoft PowerPoint