This is a Tier II/Product Specialist Support role. Your main responsibility is to provide technical support to both internal and external client customers. The Technical Support Engineer will provide overall escalation management and technical solutions as well as be able to communicate effectively with customers, sales people, management, and fellow technical support engineers. Technical Support Engineers are also relied on as subject matter experts in their fields, proactively documenting technical solutions as well as creating and delivering training around their area of expertise.
Core Requirements:
- Fluent in Spanish (speak, read, write)
- Excellent verbal and written communication skills
- Strong, proven, customer service soft skills
- Ability to multi-task, prioritize job requirements, and meet deadlines
- Strong personal organization skills
- Ability to effectively communicate status updates to various audiences, including customers, sales, management, and peers.
- Strong documentation skills
- Friendly and approachable personality with positive attitude
- Strong troubleshooting/systematic fault isolation skills
- Ability to maintain poise and professionalism under pressure
- Ability to provide technical training to groups of students
- Self-motivated
- Willingness to work after hours as needed for high severity issues
ePO
- Knowledge of TCP/IP and LAN technologies
- Understanding of windows Operating system
- Understanding of Non-Windows Operating system
- Knowledge of SQL
- Basic understanding of how LDAP works
- Good understanding on how to use SysInternal tools
- Knowledge of MSI installer and MSI logs
MVM
- Knowledge of TCP/IP and LAN technologies
- Working knowledge of SQL
- Understanding of Windows Operating system
- Understanding of Linux Operation systems
- Working knowledge of server and PC Hardware
- Familiarity with common auditing compliances, (e.g. PCI, SOX, HIPAA)
VSE/Malware
- In depth knowledge of Windows operating systems
- General knowledge of Linux/Unix beneficial
- Higher level knowledge of Malware and the tools used to locate samples
- Ability to use common debug tools for analyzing dumps
- Understanding of networking concepts
- Understanding of system hardware functionality
- Basic understanding of VMWare environments