Responsible for supporting our entire licensed customer base through a variety of mediums.聽
Main Responsibilities:聽
- Provide both reactive and proactive assistance to all external customers聽
- Troubleshoot and resolution of open incidents聽
- Troubleshoot/qualify incidents before escalating into Tier-II聽
- Record and document all issues related to the customers聽
- The creation of documented solutions for both internal and external support web-pages聽
- Strong working and theoretical understanding of the OSI Layer model聽
- Strong TCP/IP Networking skills聽
- Understanding of a wide variety of protocols, including SNMP, SMPT, WMI, SYSLOG, SSH, NTP, DHCP, DNS, CIFS, and NFS.聽
- Ability to work with SQL database via CLI聽
- Ability to read and understand command-line scripts.聽
- Proficiency in use of Linux operating systems.聽
- Understanding of and/or experience with SIEM technologies.聽
- Understanding of device hardware聽
- Familiarity with common auditing compliances, (e.g. PCI, SOX, HIPAA)聽