Level 2 Technical Support Engineer

Blueface is a Comcast Business technology company specializing in unified communications as a service to carriers and businesses of any size, anywhere in the world. Based in Dublin, Ireland, Blueface began in 2004 with a mission to change how businesses communicate globally. Comcast Corporation is a global media and technology company with three primary businesses: Comcast Cable, NBCUniversal, and Sky. Blueface has a global reach with headquarters in Dublin, Ireland and Philadelphia, USA; with additional offices in New York, Rome, and Madrid. As a member of Comcast Business, Blueface’s culture is built on integrity and respect—with the goal of working together to drive ourselves and our businesses to always be creative, innovative, and competitive. At Blueface, we embrace good ideas and bring them to life quickly. We’re forward-looking and restless in looking for new ways to innovate for our customers. Job Summary A Blueface level 2 technical support specialist will be responsible for walking internal staff, customers and white label partners through the process of sourcing a solution to their problems, whether that relates to a user error, a bug or something else entirely. The Level 2 Technical Support Specialist will also be responsible for communicating with our international staff located across the globe about suspected software problems or new feature requests. Job Description Core Responsibilities Assist and coach Level 1 Support in the resolution of escalated issues Act as an overflow for Level 1 Support (calls and emails) during busier periods Identify training gaps and assist with the updating of procedures and self-help documents to promote first time fix training the users as required Directly resolve L2 issues and communicate the resolution in a timely manner. Help customers (internal and external) troubleshoot issues and provide actionable tips to resolve the problem Diagnose and Identify issues (software and hardware) by simulating or recreating problems, troubleshooting network outages or degradation Escalate unresolved issues to designated departments for further investigation and remediation managing customer expectations until the issue is resolved Testing faulty equipment Assist in the testing of new platform features Tracking and Reporting of queries ensuring any trends are identified and reported Overseeing the white label support teams to ensure all procedures and processes are properly understood for adequate customer service and provide training to the white labels as required. Recommend improvements in products, services, and procedures to prevent future problems Other activities and tasks as required by your direct manager from time to time and ad-hoc responsibilities as required for the continued development of Blueface. Requirements: 2+ year experience in information technology or technical support Proven track record of operating in a dynamic, demanding and customer centric environment Highly motivated and hard-working with ability to think clearly under pressure Good analytical problem-solving skills Flexibility to take on multiple tasks both independently and within a team environment Strong communication (written and verbal) and interpersonal skills with an ability to communicate clearly and concisely with technical and non-technical audiences Outstanding listening and questioning skills Attention to detail Logical thinking The ability to prioritise your workload Up-to-date technical knowledge Previous experience with IP & Telephony Knowledge of Home and Enterprise Level Networking terms, protocols and equipment Experience working with global teams Demonstrated experience troubleshooting customer escalations in a ticket-based workflow while achieving SLA requirements Employees at all levels are expected to: Understand our Operating Principles; make them the guidelines for how you do your job. Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services. Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences. Win as a team - make big things happen by working together and being open to new ideas. Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers. Drive results and growth. Respect and promote inclusion & diversity. Do what's right for each other, our customers, investors and our communities. Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications. Comcast is an EOE/Veterans/Disabled/LGBT employer. Education High School Diploma / GED Relevant Work Experience 5-7 Years Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.