Technology Support Product Analyst AmbironTrustWave
THIS JOB HAS EXPIRED Trustwave is a leading provider of compliance, Web, application, network and data security solutions delivered through the cloud, managed security services, software and appliances. For organizations faced with today's challenging data security and compliance environment, Trustwave provides a unique approach with comprehensive solutions that include its TrustKeeper portal and other proprietary security solutions. Trustwave has helped hundreds of thousands of organizations--ranging from Fortune 500 businesses and large financial institutions to small and medium-sized retailers--manage compliance and secure their network infrastructures, data communications and critical information assets.
Trustwave is headquartered in Chicago with offices worldwide.
Perform all aspects of technical support for company products running on both Linux and Microsoft based servers and workstations.
Collaborate with various technical groups to provide project analysis and support.
Work on issues that arise in production environments, but also include installation of company hardware and software based products as well as assistance to solutions engineers on pre-sales activities.
Utilize knowledge OSI (Open Systems Interconnection) model, TCP/IP (Transmission Control Protocol/Internet Protocol), HTTP (Hypertext Transfer Protocol) & UDP (User Datagram Protocol) networking components, DNS (Domain Name System), Microsoft Domains, Active Directory and LDAP (Lightweight Directory Access Protocol).
Network troubleshooting skills including an understanding of routers and firewalls with the ability to use common tools such as netstat, traceroute, ifconfig, tcpdump and others will also be required to perform the duties.
Answer, evaluate, and prioritize new and escalated telephone, web, and e-mail requests for assistance from customers related to products developed by the company.
Provide customers with regular updates on open issues and set appropriate expectations. Interface directly with escalations and product development groups when necessary.
Collaborate with account managers and solutions engineers to ensure a coordinated approach to resolving customer issues.
Engage with other departments within the company to ensure timely service for RMAs (Return Merchandise Authorizations).
Work on personal queue of 30+ active cases to company standards.
Provide assistance to others on the team while maintaining high customer satisfaction on own issues.
Carefully document activities and customer interactions to ensure accurate call tracking.
Document solutions and publish to the external knowledge base.
Troubleshoot server/client, or network-related problems.
Analyze and recommend solutions to problems.
Prepare monitoring, reporting, and other scripts.
Load and configuration of software and patches.
Implement monitoring tools and ongoing monitoring of systems.
Perform on call support for 24x7 and international production environments.
Diagnose and solve system, server, workstation and network problems quickly.
Stay abreast of emerging new technologies in order to serve as an expert to the rest of the team.
Work with the existing Technical Support staff, providing technical guidance to make sure that cases are handled optimally.
Assist in the closure of cases being handled by the Technical Support staff.
Assist in the training of team and on projects from Knowledge Transfer Management.
Monitor open cases, assigning and reassigning them as needed, distributing the load in a manner that will result in the best customer experience.
Assess case trends, bringing issues that have a general impact on support performance and customer satisfaction to the attention of management.
WORK SCHEDULE: 40 hrs/wk (9:00 a.m. to 6:00 p.m.)
Bachelor?s degree or foreign equivalent degree in Computer Science, Software Engineering, Systems Administration or related field with 5 years experience in the job offer or 5 years experience as Customer Support Specialist, Network Specialist, Technical Support Representative or related occupation.
Special Skills Requirements:
UNIX shell, SQL, Scripting, HTML, SMTP, HTTP/HTTPS, LDAP;
netstat, traceroute, ifconfig, tcpdump;
UNIX/LINUX or Windows system administration;
Support Secure Web Gateway(SWG) product;
Routing, TCP/IP, LAN/WAN, DNS, firewalls, routers and hardware/software configuration;
Create technical documents that are posted and used as reference material for company?s Tech Support Team and customers
Employer will accept any suitable combination of education, training or experience.
Trustwave is an equal opportunity employer.
||Irvine, CA |
THIS JOB HAS EXPIRED