Senior Network Support Engineer

Company Overview

Allbridge delivers property technology (PropTech) solutions that drive value for property owners in the multifamily and hospitality space to elevate the connected experience for residents and guests. We currently serve more than 1 million rooms across North America and the Caribbean partnering with owners, developers, general contractors, and operators who benefit from Allbridge’s combined engineering and support expertise with a vision of an innovative end-user digital experience.

We are rapidly growing and seeking top talent to join our team. If you want to work in a thriving industry that combines best-of-breed solutions with technology planning, engineering, installation, and support, Allbridge may be the company for you. Made up of talented, dedicated, and energetic professionals, Allbridge offers significant career growth opportunities, and competitive compensation and benefits which are designed to inspire, reinforce, and reward a culture of empowerment, teamwork, and a healthy work-life balance.

Join us in transforming property technology into one seamless, connected experience!

Job Summary

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 location of Raleigh, NC or 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.

Essential Job Functions and Responsibilities

• Working as a subject matter expert,

  performing

  with

  a strong sense

  of urgency, ownership, and customer service

  perform a

  s 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

  resolv

  ing

  outages and/or incident

  s

  in

  existing

  hospitality

  and multifamily space

  infrastructure

  Has authority to c

  ommunicate with

  authorized

  customer

  representatives

  as needed.

• P

  erform 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 - BroadSoft, 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

  escalat

  ing

  a support

  case

  s

• Remain available to

  perform as an

  escalation point for

  T

  ier 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 requirement

  s.

• Prepare and communicate

  timely

  schedule

  s

  staffing for standard hours and on-call assignments to

  set expectations for

  complete coverage

  of

  Tier

  II

  Tier

  III

  tickets

  from 8AM ET - 5PM

  PT

  M-F.

  As needed and assigned, r

  emain a

  vailable for escalation issues for assigned product after-hours

• Create

  , track,

  and evaluate productivity

  goals and metrics, effectively addressing

  unfavorable variances within the team

  (i.e.,

  open

  tickets

  , aging cases, NPS

  CSAT

  , etc.)

• Contribute to

  maintaining

  a team

  world class

  Net Promoter Score (

  NPS

  of 75 or higher

  , making recommendations to improve the quality

  , policy, and standards

  of customer service

  support

  Continuously initiate efforts to develop a positive and engaging rapport with customers that builds trust as a long-term service provider

• Define

  standard support policies, standards, guidelines

  and best practices,

  leading by example and consistently

  holding team members accountable

  to the same.

• Consistently integrates

  Allbridge’s

  core values into their everyday habits by treating all customers, internal and external, professionally, honestly, and respectfully.

• Accepts ownership and accountability of position responsibilities and strives to deliver results for customers that

  establish

  high standards

  , credibility, and quality performance

• Other miscellaneous duties as assigned by management. 

Required Qualifications

• Bachelor’s degree from an accredited university

  (or international equivalent)

  in computer science, information technology, or network engineering

  plus

  three

  years of experience in a network support capacity

  with

  demonstrated

  satisfactory

  job performance history

  or in lieu of a degree, must have at least 5 years of experience in a network support capacity.

• Experience in an enterprise level, and remote call center with <100 support personnel. Strong preference to have knowledge of the hospitality, multifamily, and call center industry.

• Mus

  t

  have a least three years’ experience with IP Networking in a customer facing environment

  service provider

  environment is

  a plus

  ), three

  years networking experience with a strong foundation in LAN/WAN routing, switching, enterprise wireless, enterprise firewalls/UTM and TCP/IP + OSI stack

  , and k

  nowledge of

  VLAN and routing configuration, the ability to manage and support large LAN‘s

• Must have

  demonstrated

  a

  bility to 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.

• Knowledge of at

  least of

  three required: Ruckus Wireless, Aruba Wireless, Meraki Wireless, HP/

  Aruba Network,

  Catalyst,

  Nomadix

  Fortinet

  and

  Watchguard.

  Linux/Unix administration is a

  plus

• Must be able to

  work a flexible schedule in a

  24/7/365 Call Center

  includ

  ing

  weekends and some holidays. All Shifts - 1st, 2nd, 3rd

  is

  available.

• Intermediate knowledge of data networks and voice applications are

  required

  . Must be dedicated

  and committed to

  timely

  and effective problem resolution.

  BroadSoft hosted platform experience is preferred.

• Essential to have an excellent working knowledge and application of the customer care team function, setting expectations to consistently deliver a high touch customer service experience

  demonstrating

  excellent problem solving and leadership.

• Must have a demonstrated ability to collaborate internally to effectively report on and resolve customer cases

  in a timely manner

  , and effectively coordinate resources.

• Ability to

  consistently

  assume responsibility and ownership for work performed.

• Ability to provide technical support for co-workers, customers, and other vendors.

• Must be able to work independently and in a fast-paced environment.

• Handle multiple tasks concurrently through prioritization and

  accurate

  problem assessment in a potentially stressful environment.

• Must consistently

  demonstrate

  a high level

  of c

  ustomer

  service oriented with

  excellent

  interpersonal skills; able to respond promptly to client needs, follow through

  and resolve issues in a pleasant and helpful manner

• Operates daily with a high attention to detail,

  remains

  proactive, organized, reliable, and process-focused with ability to multi-task in a dynamic, and rapidly changing product environment work environment.

• Must

  possess

  excellent written and verbal communication skills, as well as interpersonal skills with a customer service focus in the English language.

• Demonstrate experience in analyzing and reporting call center data.

• Must be flexible, an outstanding communicator, and have

  established

  skills in accuracy, organization, and time management.

• Must be able to work effectively as a team member in a fast paced, and high-volume work environment,

  operating

  with

  a high level

  of detail and conscientiousness.

• Required to have

  demonstrated

  intermediate level PC skills with the ability to effectively

  operate

  within a Windows Operating System and Windows based programs such as Microsoft Excel, Word, Outlook, SharePoint, Teams, and Project.

• Must

  possess

  excellent written and verbal communication skills, as well as interpersonal skills with a customer service focus in the English language.

• Must

  be authorized to

  work in the United States without sponsorship.

Compensation / Benefits

In addition to earnings and other incentives Allbridge offers a comprehensive package of benefits, based on eligibility, typically for regular, full-time positions, some of which include:

• Medical and Prescription options, Dental, Orthodontics and Vision Plans

• Rich HSA company-funded options and Flexible Spending accounts

• Short and Long-Term Disability insurance options

• Life and Accidental Death and Dismemberment insurance Plan options

• Supplemental Insurance Plan options

• 401(k) Profit-Sharing Retirement plan

• Flexible Paid Time Off after

  60 days

  of employment

• Paid Holidays, per Employee Handbook

Equal Opportunity Statement

Allbridge is an Equal Opportunity Employer. Allbridge does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.