Apply systems analysis techniques and procedures to determine hardware or software systems functionality.
Apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.
Contribute and develop knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions.
Determine which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate. Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.