- Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing
- Secure, administer, and improve customer networks, including firewalls, switches, load balancers, intrusion detection systems, and web application firewalls
- Configure firewalls (Cisco ASA/ASA-X, Juniper SRX), load balancers (F5 LTM/Brocade ADX/Citrix NetScaler), security technologies, and networking devices
- Troubleshoot monitoring alerts and create tickets accordingly
- Escalate support requests according to escalation procedures
- Second rollover point for inbound customer calls
- Perform incident management identification, assist in managing and escalation
- Ensure adherence to customer & SLA commitments
- Monitor ticket response times and take appropriate actions to ensure team response time targets are met
- Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
- Collaborate and share knowledge with other administrators on the support floor
- Provide Fanatical Experience to customers in all the above
- Self-motivated with a strong desire to learn and improve both technical and ‘people’ skills
- Intermediate verbal and written communication skills and the ability to communicates basic technical information with team members
- Strives for performance improvements in oneself and peers
- Leads by example and motivates team members
- Organizational skills with the ability to provide quality at pace
- Ability to work at a team level as well as an individual level
- Ability to interact confidently with more senior and/or skilled areas of the business
- Able to communicate constructive feedback effectively
- Ability to adapt to changing business and technology requirements.
- Technical education or job acquired knowledge related to the duties of the role.
- Preferred Higher education classes related to technology
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