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Tier 2 Support Engineer (CCNA)

Remote:

Full Remote

Contract:

Full time

Work from:

Philippines

Offer summary

Qualifications:

Knowledge of Unix/Linux systems, Enterprise technical support or IT support experience, CCNA Certification, Experience with network security solutions and devices, Strong problem-solving and communication skills.

Key responsabilities:

Take ownership of customer reported issues
Research, diagnose, troubleshoot customer problems
Provide accurate feedback and escalation of unresolved issues
Document knowledge in tech notes and articles
Proactively manage customer's issues for satisfaction

Commit SME https://www.comm-it.com/

501 - 1000 Employees

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Job description

Your missions

Description

The company is the leader in proactive security management solutions, provides automated tools that help network security and operations teams prevent cyber threats, reduce risk exposure and demonstrate network compliance with regulations.

The company is looking for a Technical Support Engineer to provide enterprise-level support to our worldwide customers (mainly APAC). The Support Engineer will provide support via phone, web, email or any other channel required. The Support Engineer will need to have excellent problem solving and root cause analytic skills to help diagnose and solve complex technical/application issues.

Duties and Responsibilities:

Take ownership of customer issues that has been reported and see problems through to resolution
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Provide prompt and accurate feedback to customers
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Ensure proper recording and closure of all issues
Document knowledge in the form of knowledge base tech notes and articles
Proactive Management for the customer’s issue
Strong focus on customer satisfaction

Requirements

Knowledge of Unix/Linux systems
Proven working experience in enterprise technical support, IT support or as a technical engineer
CCNA Certification
Experience in supporting security solutions, including knowledge and hands-on experience with network devices and network architectures (firewalls, routers, load balancers)
Advantage for experience with CISCO, Palo Alto, Checkpoint, Fortigate and other leading network security vendors
Experience in customer-facing environment, with direct interaction with customers
Strong problem-solving skills
Excellent written and verbal communication skills
Strong ability to independently debug, self-sufficient and autonomous learning
Good team player
Flexibility to occasionally work outside of normal working hours