About the Role The technical support engineer is responsible for OEM equipment repair, this includes 24x7 technical support of client enterprise server and network infrastructure. This position includes consulting with onsite technicians and customers to solve complex issues and restore service availability, this includes optimizing system performance and proactively identifying potential hardware issues. What You'll Do Review OEM system logs and research system configurations and network topologies Performs research or collects information on specific technical hardware/software related issues to determine root cause, identify alternatives, and implements a solution. This includes preparing an RCA (Root Cause Analysis) and participating in post mortem meetings with customers. System logs consist of multiple interactions across system hardware and software. An L3 technician has extensive technical knowledge together with experience analyzing complex system logs and use encryption tools to determine root cause. The L3 is the highest escalation point before engaging the OEM support team. (25%) Demonstrate strong troubleshooting techniques to expedite service restoration. OEM troubleshooting techniques follow a systematic approach to identify a problem and create a technical plan to execute a repair and resolve the problem. (20%) Maintain accurate records of incident transactions and perform triage to implement service restoration. Accurate ticket management is essential to maintain operations and mitigate system failure. Troubleshoot hardware problems with supported Point of Sale systems, Self-Checkout systems, network equipment, desktops, servers, and coordinate support with OEM vendors and/or customers. Maintain standard software configurations, including troubleshooting, loading, and configuring software images, supported applications and drivers. Create and Maintain Technical documentation for field service and installation/upgrade activity. Technical data is used to track IT equipotent and system efficiency. Creates schematic diagram of customers environment showing equipment hardware connectivity. An L3 technician uses past incident data and topology documentation to consult with the customer on system improvements and recommending equipment refresh to optimize service. (15%) Provides courteous, professional support to both internal and external customers on a wide variety of technical issues (15%) Develops training material to coach L1/L2 technicians on process improvement and technical knowledge transfer of OEM products. (5%) Collaborate with service delivery managers on specific service requests and the challenges with technically supporting end of life systems. Consults with the customer on system efficiency and optimization, this involves platform enhancements or systems replacements. Connects with the customer delivery team and identifies the cost with repeat failures and recommends new technology which provides a better service for the customer. (10%) Support sales reps with new opportunities, preparing presentation slides on system support and technical complexity Explain the benefits of system monitoring which allows for proactive alerts and proactively responding to system issue to mitigate system failures (5%) Interact directly with service delivery managers and sales reps on specific service requests and complex issues impacting the customers environment Attends pre and post management service reviews and explains support requirements and challenges with different OEM products Support field engineers remotely and also travel to the customer premises to help the field engineer resolve difficult technologies or system configurations (5%) Other Duties & Responsibilities: Additional duties as assigned Meets attendance and punctuality standards Occasional n