Technical Triage Engineer - Tier 1
Our Customer Care group is looking for highly motivated, adaptive and flexible individuals to join our support team who will be responsible for processing telephone and email requests from customers.
Responsibilities in this capacity include:
- Troubleshoot system, software, and networking problems.
- Contribute documentation to a customer knowledge base.
- Testing of patch releases and product updates.
Core Competencies:
- Outstanding written and verbal communication skills.
- Strong people skills, ability to work effectively with customers and other teams.
- Strong technical and analytic skills.
- Exceptional organizational skills, ability to manage multiple priorities in a fast-paced dynamic environment.
- Advanced problem solving skills, ability to develop effective long-term solutions to complex problems.
- Ability to learn new skills and apply them quickly.
- Motivated team player with excellent communication skill and a positive attitude.
Required Skills and Qualifications:
- Familiar with Linux/Unix command line tools/environment.
- Basic Unix system administration skills.
- Intermediate knowledge of TCP/IP networking.
- 2-3 years customer service experience.
- Experience with MySql or other SQL database
- Familiar with perl and/or bash shell script
- Experience with Active Directory or other LDAP implementations
- Familiar with Snort or other intrusion detection system
- Familiar with anti-malware
- Experience in network protocol & packet analysis
