TL;DR

Technical Support Analyst: Providing first-line support to customers facing technical issues with network monitoring and analysis, with an accent on problem-solving and customer communication. Focus on resolving issues, documenting feedback, and updating the knowledge base to improve efficiency.

Location: Hybrid

Company

%hirify_global% is a key player in the rapidly growing space of Intelligent Network Operations.

What you will do

Manage customer interactions and log technical steps taken in SFDC.
Identify and resolve technical issues using KB articles, prior training, and lab testing.
Create tickets for bugs and feature suggestions with supporting information.
Escalate unsolved issues to Tier 3 support with prerequisite information.
Maintain continuous communication with internal stakeholders and customers.
Document feedback and radiate to proper personnel; add or update KB articles to improve efficiency.

Requirements

BS degree in science or equivalent work experience.
2 or more years' previous experience in a technical support role.
Basic understanding of servers, networks, routers, and switches.
Knowledge of NetFlow, SNMP, Routing, LAN, IP SLA, QoS, SSH, and Telnet.
Ability to diagnose network issues using common debugging tools.
Basic understanding of security, virtualization, DBs, and Rest APIs.
Basic knowledge of operating systems (Windows and Linux).
Self-starter and detailed-oriented.

Nice to have

Experience with Cloud AWS, Azure, and GCP
CCNA or equivalent certification

Culture & Benefits

Professional development budget.
Dedicated Wellness Days and Wellness Week.
Lifestyle Spending Account.
Employee Recognition Program.
Values such as transparency, curiosity, respect, and enjoyment.
Committed to inclusion and diversity.

Technical Support Analyst (Third Shift)