About the job
As a Technical Support Analyst, you will play a crucial role in ensuring our licensed customer base receives exceptional support through diverse channels.
Key Responsibilities:
- Deliver both reactive and proactive support to external customers.
- Diagnose and resolve open incidents efficiently.
- Assess and qualify issues prior to escalation to Tier-II support.
- Document all customer issues accurately and maintain detailed records.
- Develop documented solutions for internal and external support resources.
- Demonstrate a thorough understanding of the OSI Layer model.
- Exhibit strong TCP/IP networking skills.
- Familiarity with various protocols, including SNMP, SMTP, WMI, SYSLOG, SSH, NTP, DHCP, DNS, CIFS, and NFS.
- Work with SQL databases via command line interface.
- Read and comprehend command-line scripts effectively.
- Utilize Linux operating systems proficiently.
- Understand and/or have experience with SIEM technologies.
- Have a grasp of device hardware.
- Be familiar with common auditing compliance standards, such as PCI, SOX, and HIPAA.
