Responsible for supporting our entire licensed customer base through a variety of mediums.
Main Responsibilities:
- Provide both reactive and proactive assistance to all external customers
- Troubleshoot and resolution of open incidents
- Troubleshoot/qualify incidents before escalating into Tier-II
- Record and document all issues related to the customers
- The creation of documented solutions for both internal and external support web-pages
- Strong working and theoretical understanding of the OSI Layer model
- Strong TCP/IP Networking skills
- Understanding of a wide variety of protocols, including SNMP, SMPT, WMI, SYSLOG, SSH, NTP, DHCP, DNS, CIFS, and NFS.
- Ability to work with SQL database via CLI
- Ability to read and understand command-line scripts.
- Proficiency in use of Linux operating systems.
- Understanding of and/or experience with SIEM technologies.
- Understanding of device hardware
- Familiarity with common auditing compliances, (e.g. PCI, SOX, HIPAA)
- Familiarity with cooperate network infrastructures
- Experience with one or more of Operating Systems (Linux, UNIX, Mac OS and Windows)
- A strong working knowledge of networking, as well as installation, troubleshooting, upgrading, integration, protocols and client/server operations is required.
- Industry or professional organization certifications in computing fields are not required but highly desirable (MCSE, Network +, Security +, etc.)
- At least two years of full time experience in customer care/customer support.
- Advanced writing and verbal communication skills
- Ability to multi-task and prioritize job requirements
- Strong personal organization skills
- Bachelor’s degree preferred, but not required
PLEASE NOTE THAT WE ARE NOT ABLE TO WORK WITH CANDIDATES ON H1B VISAS OR CANDIDATES REPRESENTED BY THIRD PARTIES.