Apply advanced technical knowledge to operate one or more technology areas (e.g. Aruba/HPE, Cisco, Alcatel, Security products etc.) or customer groups that are critical or high- risk.
Resolve single- and cross- technology incidents independently.
Work with team members to resolve unusually complex or cross- technology incidents.
Identify additional services that could lead to future service revenue growth.
Build and maintain strong relationship up to senior management level in assigned accounts.
Assist in managing delivery of industry support solutions.
Lead Customer Expectation management as part of escalation process.