Key skills
SQLTCP/IPCollaboration
About this role
Role Overview
- Provide first-line technical support to our partners (VARs) across phone and non-phone channels.
- Resolve common product or configuration issues by following standard operating procedures.
- Leverage internal tools such as support lab, knowledge base, ticket history, and peer collaboration.
- Support ticket creators responsible for designing, implementing, configuring, operating, and maintaining the end customer’s security solution.
- Report directly to the Sr Tech Support Supervisor and work in a hybrid environment.
Requirements
- 1 or more years in related experience troubleshooting software or security equipment, in a contact call center or in-field on prem capacity
- Problem-solving abilities.
- Strong customer focus and commitment to customer satisfaction.
- Bachelor's degree in Electronics/Electrical Engineering or Computer Engineering
- Understanding basic Networking Fundamentals
- TCP/IP Basics
- Basic Network Troubleshooting
- Database Fundamentals: Understanding the purpose of a database, what an SQL database engine is, and how it stores data.
- Basic SQL or OS Administration
- Understanding the role of Access Control and Video in Security.
Tech Stack
- SQL
- TCP/IP
Benefits
- employer-subsidized Medical, Dental, Vision, and Life Insurance
- Short-Term and Long-Term Disability
- 401(k) match
- Flexible Spending Accounts
- Health Savings Accounts
- EAP
- Educational Assistance
- Parental Leave
- Paid Time Off (for vacation, personal business, sick time, and parental leave)
- 12 Paid Holidays