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You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals. You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).
Job Responsibility:
Provide Technical Support to customers and partners
Provide technical services include writing scripts, troubleshooting and best practices to customers
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
Provide fault isolation and root cause analysis for technical issues
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Travel to customer sites in the event of a critical situation to expedite resolution as required
Provide on-call support for weekend and public holiday on an as needed basis
Requirements:
8+ years of related experience
Required experience with supporting end point software products
Required strong experience with Windows OS based applications (Installation, troubleshooting, Debugging)
Strong experience with MS environment (Exchange, SCCM, GPO, AD, MSSQL, IIS)
Experience with end point security software is a plus (Antivirus, DLP, IPS, NAC)
Experience with Security is a plus (IPSEC / SSL-VPN / NAT / GRE)
Experience with batch scripting is a plus
Strong ability to independently debug broad, complex, and unique environments with mixed applications and protocols required
Nice to have:
Experience with end point security software is a plus (Antivirus, DLP, IPS, NAC)
Experience with Security is a plus (IPSEC / SSL-VPN / NAT / GRE)