The Principal Engineer Wireless Networking resolves hardware and software product inquiries escalated from the Help Desk Level 1 support team and field installers. This position will provide customer updates and expert solutions to complex customer inquiries within a timely manner as stated in the Service Level Agreements. Principal Engineer will drive attainment of key performance metrics via adoption of knowledge management process, mentoring staff and participation in departmental initiatives.
location: San Diego, California
job type: Permanent
salary: $140,000 - 150,000 per year
work hours: 8am to 5pm
education: Bachelors
responsibilities:
- Respond to customer queries and resolve product and service issues in accordance with Help Desk processes, Standard Operating Procedures, Customer Service Level Agreements and departmental Operating Level Agreements.
- Throughout the query and issue resolution process, ensure that all affected parties have consistent, professional and effective communications (verbal, presentation, written) in accordance with Communication plan, Incident Management service levels and communication guidelines and policies.
- Recommend Knowledge Management solutions to the Knowledge Management engineer.
- Prepare Knowledge Articles in accordance with the Knowledge Management process guidelines and writing standards.
- Maximize use of Knowledge Management tools during query and issue resolution processes.
- Achieve or exceed individual Key performance metrics.
- Participate in team and individual projects as requested by management.
- Prepare, conduct and monitor training activities to ensure team members possess sufficient knowledge of the project/product to successfully engage customers, co-workers and vendors at the correct level.
- Identify, procure, conduct training and assist co-workers and customers on use of networking tools to identify issues and effect resolution of issues.
- Identify industry standards to be used along with industry standards in use by our customers.
qualifications:
- Experience level: Experienced
- Minimum 10 years of experience
- Education: Bachelors (required)
skills:
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
This posting is open for thirty (30) days.
Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.
Qualified applicants in the unincorporated areas of Los Angeles County with criminal histories will be considered for employment in accordance with the Los Angeles County's Fair Chance Ordinance for Employers.
We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
