bluecatnetworks - BlueCat - Technical Support Engineer
Requirements
• · BS degree in science or equivalent work experience. • · 2 or more years previous experience in a technical support role. • · Basic understanding of servers, networks, routers, and switches. • · Knowledge of NetFlow, SNMP, Routing, LAN, IP SLA, QoS, SSH, and Telnet. • · Ability to use diagnostic network issues using common debugging tools. • · Basic understanding of security, virtualization, DBs, and Rest APIs. • · Basic knowledge of operating systems (Windows and Linux). • · Self-starter and detailed oriented. • · Experience with Cloud AWS, Azure, and GCP • · CCNA or equivalent certification • If you share our enthusiasm for the future of our company and are eager to contribute to our vibrant workplace, we look forward to receiving your application! Our comprehensive benefits encompass your health, financial well-being, and overall wellness, and we are committed to providing an exceptional work environment, enriching employee programs, and fostering a remarkable company culture. At our core, we champion values such as transparency, curiosity, respect, and above all, the pursuit of enjoyment. • In addition, we offer a range of appealing perks, including: • A Professional Development Budget • Dedicated Wellness Days and Wellness Week • A Lifestyle Spending Account • An Employee Recognition Program
Responsibilities
• · Manage Cases: Log all customer interactions and technical steps taken in SFDC. • · ID Issues: Determine nature of the problem, ask clarifying questions and leveraging diagnostic tools. • · Resolve Issues: Resolve common issues using KB articles, prior training, and testing in lab. • · Create Tickets: If necessary, enter bugs and feature suggestions with supporting information. • · Manage Escalation: Escalate unsolved issues to Tier 3 support with prerequisite information. • · Communicate Continuously: Keep internal stakeholders and customers informed on issues. • · Collect Feedback: Ensure feedback is documented and radiated to proper personnel. • · Document: Add or updated KB articles to ensure we are improving efficiency.
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