L3 Technical Engineer

K-Tek’s core business is into temporary staffing, permanent placement, and volume hiring. Since inception, our staffing solutions have grown multi-fold with global offices. We understand what works best for our clients, which gives us a competitive edge.

We are seeking a L3 Technical Support Engineer to handle complex technical support requests from Enterprise Travel customers. The role involves monitoring and supporting internal environments, applications, and tools, as well as handling first-level technical escalations as part of a support desk.

Key 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.
• Maintain case management system and record work status accurately.
• Write code snippets under supervision.
• Respond to technical alerts and troubleshoot as necessary.
• Identify when cases require escalation and engage with higher support tiers.
• Identify opportunities for process improvements.
• Provide advanced technical troubleshooting, including networking and integration issues.
• Work with cross-functional teams across multiple geographies.
• Mentor and support junior resources where appropriate.

Skills and

Qualifications:

• 3-5 years of experience in technical support and environment support.
• Experience in enterprise software or the travel industry is preferred.
• Expertise in web technologies and protocols (HTTP, SSL, XML, FTP, etc.).
• Basic networking troubleshooting skills.
• Medium to advanced Linux skills.
• Experience with Perl or Python scripting.
• Experience with version control systems.
• Ability to read and construct XML.
• Familiarity with the Xymon open-source product is a plus.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent English communication skills, both oral and written.
• Ability to manage conflicting priorities under guidance.
• Experience working with teams across different time zones is a plus.
• Experience documenting support workflows and processes.

Locations:

• Location 1 - MTV CA
• Location 2 - Cambridge MA

When sharing profiles, kindly specify the location of interest. Interviews will be conducted via Google Hangout to ensure candidate comfort.

Note:

Please share profiles with relevant experience; avoid narrowing the search solely to system admin experience, as production support experience is also valuable.

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