213019 Technical Support Analyst

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