213019 Technical Support Analyst

Responsible for supporting our entire licensed customer base through a variety of mediums. 

Main Responsibilities: 

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