Junior Technical Support Engineer
6 months ago
Junior Technical Support Engineer
**Responsibilities**:
- Respond to customer technical assistance requests for network security and endpoint products
- Diagnose and report product issues for a Linux-based network security appliance
- Diagnose and report product issues for Windows-based server, Linux-based server and multi-platform endpoints
- Advise customers on configuration and tuning security policies
- Track customer issues and resolutions
- Support a global customer base including customers in Europe and the Middle East
- Ability to work out-of-hours (rota-basis) to support customer needs
- Master product operations and new version updates
- Contribute to solutions in our online knowledge base
- Collaborate with Sales Engineering and Services staff to provide priority technical support
- Work with QA/Testing staff to provide field use case information and requirements for added test cases
- Work with Documentation staff to improve content and organization of product information
**Requirements**:
**Basic Qualifications**:
- Working English proficiency
- 1-3 years experience with installing and troubleshooting network devices
- 1-3 years experience as a Linux power user and diagnostician
- 1-3 years of Windows administration or helpdesk experience
- Demonstrated problem-isolation and diagnostic skills
- Good oral and written communication skills
**Qualifications (preferred)**:
- Experience in customer-facing role
- Demonstrated ability to communicate complex technical information clearly, accurately, and appropriately
- Familiarity with IP network protocols and services, Firewalls, VPNs and Proxy
- Familiarity with endpoint solutions around enterprise IT disk encryption, AV and workstation package management
- Ability to effectively troubleshoot network and connectivity issues
- Strong personal organization, follow-up and initiative, coupled with ability to re-prioritize tasks
- Experience with network security products, such as IPS/IDS solutions
- Experience with hardware troubleshooting and diagnosis
Job ID AF02A30253
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