3rd Line Support Infrastructure Engineer

3rd Line Support Infrastructure Engineer

Our client is looking for a talented 3rd Line Support/Infrastructure Engineer!

In this role, you'll play a crucial part in safeguarding the cutting-edge pharmacy automation software systems. If you're a tech enthusiast with a passion for tackling intricate problems while also enjoying interactions with customers, we want to hear from you.

This position offers an exciting opportunity to collaborate with Account Managers, Design and Field Engineers, external vendors, and technical teams of our clients to resolve critical issues. Candidates should possess the agility to swiftly address and troubleshoot complex issues across various computer systems integral to our clients’ automation production line.

Occasional travel may be required for on-site diagnosis, testing/verification, and training support.

Responsibilities:

• Lead the resolution of technical escalations, including root cause identification and issue resolution.
• Serve as the primary liaison between customers and engineers, ensuring effective communication for successful issue resolution.
• Exceed customer expectations by delivering high-quality responses promptly and enhancing overall customer experience.
• Accurately document all interactions within ticketing systems.
• Provide detailed information for escalated issues and offer clear directions for deploying and maintaining existing products.
• Contribute to the creation and review of knowledge base content to enhance support scalability and self-service capabilities.
• Offer feedback within the organization to address potential issues before they escalate.
• Foster creative thinking to drive process improvements beyond conventional industry standards.

Qualifications:

• 3 to 4 years of experience in a 3rd Line Support role within a customer support environment, demonstrating a track record of strengthening technical support teams and enhancing customer satisfaction.
• Proficiency in SQL databases, including installation, maintenance operations, tuning, and backups; familiarity with PostgreSQL and Microsoft SQL is advantageous.
• Ability to install and maintain Microsoft Server, Windows 10, and other operating systems such as Linux/Ubuntu.
• Strong grasp of server hardware, including RAID levels, NAS, processors, and familiarity with VMware/ESXi/KVM server management.
• Expertise in configuring and maintaining computer networking equipment, including diagnosis and configuration of Firewalls, Routers, and Layer-2 switches.
• Dedication to solving customer issues and advocating for their success.
• Quick learner with the ability to adapt to new technologies and product lines efficiently.
• Excellent communication skills and the capacity to provide exceptional customer service through various channels.
• Demonstrated ability to remain composed and articulate during challenging customer situations.
• Team player mindset with the ability to align multiple partners and collaborate across departments.
• Strong multitasking abilities with accuracy and speed under time-sensitive deadlines.
• Creative thinker, resourceful, and self-driven.

Technical Skills:

• Proficient in installation, operation, maintenance, and repair of operating systems, networks, and programs on personal computers and servers.
• Familiarity with OpenVPN, SSH, Remote Desktop, Linux Administration (Ubuntu), and Windows 10 & 11 networking, printing, and user management.
• Direct LAN and server administration experience, including routing, firewalls, and subnet configuration.
• Understanding of web server architectures, SSL certificates, proxies (Nginx), and web processes.
• Ability to craft SQL queries and interpret data models for cause analysis.
• Familiarity with Azure Platform and Managed Services, including application servers, VMs (Ubuntu), Flex DB servers (PostgreSQL), and Azure Portal.
• Proficiency in utilizing GIT repositories, scripting in PowerShell, Bash, and/or Python, and creating support/knowledge base documentation.
• Language and Communication Skills:
• Ability to compose, interpret, and edit complex documents and correspondence.
• Effective communication skills, both verbal and written, with stakeholders.
• Ability to follow detailed instructions accurately and proofread data.

Desired Qualifications:

• Associate degree in computer science field; bachelor’s degree.
• 2 years of experience in an education-related field.
• Experience or certifications in programming.
• Expertise in supporting technology, including experience with learning management systems.
• General understanding of warehouse operations and processes.
• Familiarity with pharmacy workflow operations is a plus.
• Training or experience in providing technical support.

Reasoning Abilities:

• Capacity to handle multiple tasks simultaneously, including interruptions, and complete tasks promptly.
• Strong problem-solving skills and logical thought processes.
• Analytical mindset with the ability to interpret and analyze data effectively.
• Remote work capabilities with the ability to manage time efficiently across various projects.

Top of Form