Technical Support Specialist
hace 1 semana
We are seeking a highly skilled Technical Support Engineer to join our team at Infotree Global Solutions. As a Technical Support Engineer, you will play a crucial role in providing exceptional technical support to our customers and partners.
Key Responsibilities- Technical Support: Provide technical support to customers and partners, responding to user-reported issues in accordance with our established Service Level Agreements (SLAs).
- Advanced Troubleshooting: Perform advanced troubleshooting at both the application and operating system (OS) levels, identifying and resolving complex technical issues.
- Support Case Management: Manage support cases to ensure timely resolution and follow-ups, ensuring that issues are properly recorded, tracked, and resolved.
- Root Cause Analysis: Conduct fault isolation and root cause analysis for technical issues, identifying areas of fault (code, environment, or configuration) and working with the appropriate teams to implement fixes.
- Documentation and Communication: Publish technical support bulletins and other documentation in the Knowledge Base, and communicate complex technical issues effectively to all levels and stakeholders, both internally and externally.
- Experience: 4+ years of experience as a Support Engineer, with strong experience with Windows and Linux OS-based applications, as well as experience with Android OS-based applications.
- Technical Skills: Strong understanding of malware, exploits, operating system structure, and behavior, as well as experience with Endpoint security software, SIEM, vulnerability management tools, and firewalls.
- Education: BS / MS or equivalent experience required.
- Soft Skills: Strong customer focus and advocacy skills, excellent written and verbal communication skills, and the ability to work effectively in a team environment.
Infotree Global Solutions is a globally recognized leader in the technology sector, primarily focused on providing innovative cybersecurity solutions. We take pride in our delivery and have a supportive team in place to give quality people a chance to grow and challenge themselves in their roles.
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