Technical Support Specialist

2 weeks ago


Belfast, United Kingdom H&R Talent Full time

**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

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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