A fast-growing Computer and Network Security company located in Belfast is currently seeking for a Technical Support Specialist that will be responsible for providing hands-on technical service to customers and must be able to identify root causes of technical issues and provide proper solutions in a timely manner. This role will be involved in suggesting new tech solutions, systems, and applications to improve the company’s services. The ideal candidate for this role is someone who is passionate about IT and in providing excellent customer service.
Responsibilities:
Provide (remote) technical support for customers and partners
If needed, assist with ongoing Support Escalations from non-Service Provider customers
Take ownership of customer issues reported and see problems through to resolution
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Provide prompt and accurate feedback to customers
Partner with and support assigned Technical Account Managers; resident engineers, and sales engineers
Provide root cause analysis document for outages when needed
Recommend new and existing solutions, which involve enhancing application/systems functionality, features, and defect repair
Be intuitive and inventive by providing solutions and workarounds for customers
Install and configure products as well as third-party software for support lab testing purpose when needed
Mentor the more junior Tier 1 and new Tier 2 Engineers
Complete rotational on-call duty as assigned
Requirements:
8+ years remote Technical support/Systems administration/Network administration background desirable
Strong background and knowledge in Service Provider architectures and solution creation
Solid expertise in TCP/IP and networking protocols
Knowledge of DNS, DHCP, and other product-related protocols and technology
Ability to read and comprehend detailed network topology maps
Ability to read log-level data such as; sniffer traces, SNMP traps, crash files, and system logs
Excellent verbal and written communication skills.
Fluency in English is a must. (other European languages French, German, Spanish, or Italian is a plus)
Working knowledge of L2 switching and L3 routing technologies or protocols
Strong customer service skills
Self-starter with the ability to multi-task in a high-pressure, fast-paced, fast-growth environment
Team player
Preferred Skills:
Knowledge of network security management, firewalls, and security protocols
Experience with mitigation of security threats at firewall level Knowledge of attack patterns and DNS specific attacks
Understanding of one or more operating systems (Unix/Microsoft)
Programming and/or scripting skills (Python preferred)
End-to-end networking troubleshooting skills a plus
Experience with third-party solutions such as Load Balancers, Routers/switches, Proxy servers, and Next-Generation Firewall
Certifications: CCNA, Security+, CICA, CIST and CISSP
A security clearance is a plus
Education:
Bachelor’s degree in computer science, Computer Engineering, or another technical field