Technical Support Engineer

Department:

Location:

Description

network-savvy

Technical Support Engineer

Only

Role Overview:

cybersecurity SaaS products

experienced network administrator,

fast-paced environment

Key Responsibilities

• Network Admin Expertise

  : Network device configuration proficiency via GUI & CLI

  (required).

• Troubleshooting & Diagnosis

  : Analyze and assist customers in resolving complex network challenges related to SaaS product configurations.

• Customer Escalation Management

  : Address escalated customer issues urgently, ensuring prompt resolutions and delivering exceptional service.

• Product Expertise Development

  : Acquire and maintain advanced technical knowledge of Portnox solutions to effectively support troubleshooting and problem resolution.

• Issue Tracking

  : Document, monitor, and manage customer issues through to resolution while adhering to SLA requirements.

• Defect Reporting

  : Identify, document, and escalate technical defects and challenges for resolution.

• Customer Communication

  : Deliver clear, consistent, and timely updates throughout the issue resolution process.

• Documentation Maintenance

  : Develop knowledge base articles and technical resources to enhance self-service options for customers.

• Cross-Team Collaboration

  : Advocate for the customer by providing valuable insights to influence product improvements, feature enhancements, and usability.

Required Skills, Knowledge, and Expertise

Strong Network Administration focus, network hardware management, and software configurations. The following are critical requirements and are weighted for hiring purposes:

• Network Software Configuration Expertise:

  CLI and GUI (20 pts)

• Configure Network Devices:

  Routers, Switches, Access Points (APs), Firewalls (20 pts)

• Network Security:

  Certificate Authentication

  , Firewall Configuration and VPN (10 pts)

• Authentication Methods:

  MFA and

  Certificate-based Authentication

  (802.1x)

  (10 pts)

• Monitoring & Troubleshooting:

  Traffic analysis with Wireshark (or other) (10 pts)

• Network Protocols:

  DNS, DHCP,

  802.1x Authentication

  and TCP/IP (5 pts)

• Authentication Repositories:

  LDAP, AD, Azure AD (5 pts)

• Identity Federation and SSO (Single Sign-On):

  SSO and Federated Identity (5 pts)

• MDM Solutions:

  Intune, JAMF or SCCM (5 pts)

Additional Expertise and Skills Required:

• Customer-Facing Experience:

  Demonstrated experience in direct customer interaction roles, showcasing excellent written and verbal communication and strong interpersonal skills.

• Team Player with Self-Sufficiency:

  Able to collaborate effectively in a team environment while working independently with minimal supervision.

• Analytical Thinking & Problem Solving:

  Possesses advanced analytical skills to diagnose complex issues and provide effective solutions.

• Research & Troubleshooting Abilities:

  Skilled in researching and troubleshooting technical challenges to resolve customer issues efficiently.

• Technical Writing Expertise:

  Experience creating knowledge base (KB) articles and technical documentation to contribute to internal and external knowledge sharing.

Advantage

• 2+ years’ experience in network support
• CCNA or equivalent certifications
• Experience with Knowledge-Centered Service (KCS)
• Project Management experience

Additional Requirements

• Fluent in English.
• Ability to manage time effectively and prioritize multiple issues.
• Comfortable working in a dynamic environment with changing customer needs.
• Willingness to learn and stay updated with emerging networking and security technologies.
  

Why Join Us

• Opportunity to make a significant impact on the operations of the company.
• Collaborative and dynamic work environment with opportunities for professional growth and development.
• Competitive compensation and benefits package.