Excellent opportunity to join a company that will invest in you. They provide extensive training and development on new and existing technologies, so that you will have the tools to perform at the highest level. They reward high performances and are continuously helping the current team to achieve them. If you want to be challenged and work on in-depth technical problems, then this could be the role for you.

Responsibilities

• Provides technical assistance on company products to customers of small to medium size, scope, and/or political complexity - via phone, email and/or remote access, and other appropriate channels
• Performs advanced problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management
• Achieves and adhering to established Service Level Agreements and Key Performance Indicators
• Validates and qualifies complex customer issues and business impact which may require collaboration with more senior level team members or other vendors
• Contributes to the company knowledgebase in the form of new or updated technical articles/documents focused on issue resolution or prevention
• Documents cases, recommendations, and resolutions clearly in the CRM system
• Some weekend work may be required. 8.00am to 4.00pm

Required Skills

• Possesses logical and structured problem solving and analytical ability
• Strong written and verbal communication skills as well as excellent listening skills
• Excellent customer service attitude and the ability to interact with customers in a professional manner
• Demonstrated knowledge of fundamental networking principles and OSI model
• Understanding of LAN & WAN Network topologies, and knowledge of common Network Protocols (such as TCP/IP, HTTP, SSL, NAT, DHCP, DNS, etc.)
• Basic understanding of other Networking concepts (like Routing Protocols, Switching, Web App Firewalls, Load balancing, VPN, etc.)

Preferable Skills

• Familiarity with Authentication Protocols (LDAP, Kerberos, Radius, SAML, etc) preferable
• Familiarity with Debugging tools such as Netmon, TCPDump, Wireshark, Fiddler, etc. and other Network Utilities (packet capture analysis, packet filtering, monitoring, testing, etc..)
• Familiarity with Windows Server Administration (Active Directory, Exchange, Sharepoint, etc) is a plus
• Familiarity with Linux systems is not required but could be an advantage
• Bachelor degree or equivalent combination of education and work experience in Computer Science
• Must have at least one year of experience in a technical support environment or equivalent field experience
• CCNA/Network+ or equivalent Networking/Security certificate is a strong plus
• Certificate of MCSA/MSCE and other IT Professional certifications are a plus

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