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Technical Support Specialist

6 months ago

Belfast, United Kingdom H&R Talent Full time

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

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