Senior Technical Support Specialist
Miejsce pracy: Wroclaw
Nr ref.: JO-1510-318281xx
Cpl Jobs is a part of the larger European recruitment and HR services group, Cpl Resources. We help the greatest talents to develop their careers and enable leading companies on the Polish and European market to find the best professionals.
For our Client, dynamic global IT company, we are looking for:
Senior Technical Support Specialist
Responsibilities:
- Support a limited number of major or named accounts as part of a premium service level
- Engage with named account on problem and incident tickets
- Support named accounts on escalated support issues or critical customer situations
- Chair weekly, monthly and quarterly calls
- Travel to annual and certain meetings at customers site
- Provide expert systems design, recommendations, and configurations
- Perform in-depth diagnostics and troubleshooting using networking tools
- Assist customers with testing or troubleshooting of networking or cloud service issues
- Reproduce customer issues to verify problems and document steps to replicate for Support, Engineering and Operations teams
- Maintain ticket database, logging issues and customer interactions
- Become a client`s cloud services expert through self-study, company training, and a desire to excel and become an expert
- Limited travel for company training or meetings, and certain customer visits
- Working hours – 3pm – 11pm
- Other duties or projects, as assigned
Requirements:
- Very Strong verbal and written communication skills (English)
- Ability to chair and comfortable leading customer discussions and meetings
- Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications.
- Minimum 2 years experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products
- Working knowledge of networking and security products and enterprise network infrastructure.
- Requested knowledge and experience
- Networking Experience - VPN technologies such as IPSec and VPN clients
- Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
- Authentication systems such as LDAP, MS AD etc
- Knowledge of protocols such as HTTP, SMTP, FTP, DNS
- Experience with operating systems such as Linux, Unix and Free BSD
- Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark
- Knowledge of protocols such as HTTP, SMTP, FTP, DNS
- Working knowledge of Apache and IIS Web Server administration
Our Client offers:
- International environment
- Competitive salary
- Private medical care
- Group life insurance
- Other benefits, including fully paid MultiSport card
