Responsibilities
• Primary: Provide Level 1 through Level 3 remote and on-site technical support to troubleshoot and resolve hardware and software issues on our devices
• Secondary: On occasion provide initial installation of devices into customer environments
• Proactively and effectively communicate status, plan-of-action, and resolution of issues
• Provide customers and partners with a consistently high-quality support experience
• Participate in on-going training with products and related technologies
• Effectively manage case escalations to engineering teams while maintaining customer communication
• Manage multiple cases and prioritize them based upon customer and business needs
• Follow standards-based processes defined in Quality Management System (QMS)
• Being flexible in work hours and being able to work effectively on-site at customer’s locations
• Perform other related duties as assigned.
Qualifications
• Minimum 3-4 years’ experience in a technical support role, working with relevant technologies
• Support experience with corporate customers in production environments preferred
• BA/BS degree or equivalent experience preferred
• CCNP, CCIE, or mid to high level systems administration/security certifications a strong plus
