Senior Network Support Engineer, Tier III; Remote

Company Overview

Allbridge is the leading supplier of world class connected technology solutions, services, and support for high-density properties.

With more than 35 years of continuous growth and industry experience, Allbridge supports technology in over one million rooms, in 8,000 properties, across North America and the Caribbean, including hotels, resorts, senior-living communities, condominiums, multifamily developments, and mixed‑use properties.

Working as a subject matter expert performing as a network support team member, operate with a strong sense of urgency, ownership, and customer service, proactively setting expectations to effectively resolve cases and regularly update customers on the status of their open tickets. Guide and mentor team members on complex service issues (i.e., technical, best practices, soft skills, customer service, etc.) involving network and communication systems applications, including appropriately escalating a support cases.

In all circumstances promote a productive and positive customer experience to resolving outages and / or incidents in existing hospitality and multifamily space infrastructure.

Successful individuals typically have a bachelor's degree from an accredited university in computer science, information technology, or network engineering, and a minimum of three years of customer-facing work experience troubleshooting all aspects of service delivery to include endpoint, device provisioning, LAN and WAN connectivity and associated protocols / services such as ARP, DHCP, FTP, CDP / LLDP, etc.

This is an exempt role and is a member of the Technical Support, Data Department reporting directly to the Vice President, Support with a preferred location of Field / Remote.

Allbridge is currently operating under a hybrid work model, allowing colleagues the opportunity to connect with others in person and the flexibility to work remotely. For some business groups and positions, job function requirements may require more time at the primary work location, while greater flexibility may be in place for others.

Working as a subject matter expert, performing with a strong sense of urgency, ownership, and customer service, perform as a network operations support team member, proactively set expectations to effectively resolve cases and regularly update customers on the status of their open tickets. In all circumstances promote a productive and positive customer experience to resolving outages and / or incidents in existing hospitality and multifamily space infrastructure.

Has authority to communicate with authorized customer representatives as needed.

• Perform troubleshooting of data networks, endpoints, peripheral devices, and additional customer premise equipment that relates to the customer's voice, video, and data network infrastructure, specifically for high-profile customers. Troubleshoot all aspects of service delivery to include endpoint, device provisioning, LAN and WAN connectivity and associated protocols / services such as ARP, DHCP, FTP, CDP / LLDP, etc. (Note :
  Each Lead Support Engineer position will be 'assigned' a specific product - Broad Soft, NEC, Mitel, HSIA, Video, etc.)
• Introduce and propose solutions to help maintain, test, and administer the most updated firmware on client equipment.
• Guide and mentor team members on complex service issues (i.e., technical, best practices, soft skills, customer service, etc.) involving network and communication systems applications, including appropriately escalating a support case described above.
• Remain available to perform as an escalation point for Tier I and Tier II assigned product and hardware issues.
• Participate in effectively resolving service tickets with full accountability with minimal escalation to senior members, according to company policy and standards.
• Responsible for complex execution within support function for daily management of the assigned data support network product queue to ensure timely resolution per SLA requirements.
• Prepare and communicate timely schedules, staffing for standard hours and on-call assignments to set expectations…