Technical Specialist

5 months ago

Waterloo, Canada eSentire Full time

About eSentire

The Team eSentire difference means enterprises are protected by the best in the business with a named Cyber Risk Advisor, 24/7 access to SOC Cyber Analysts, Elite Threat Hunters, and industry-leading threat intelligence research from eSentire’s Threat Response Unit (TRU). eSentire provides Managed Risk, Managed Detection and Response and Incident Response services.

THE OPPORTUNITY

Join our growing team of skilled technical professionals, providing Tier-2 support for eSentire's MDR offerings. This role offers the opportunity to work with cutting-edge technologies, collaborate with various teams, and thrive in a supportive and inclusive work environment. As a Technical Specialist, you will be responsible for providing in-depth support to our customers and our Tier-1 support team, ensuring the related technologies remain operationally stabile throughout our customers' partnership with eSentire. Reporting directly to the Manager of Technical Services & Deployments, this role presents a great opportunity to showcase your technical expertise, collaborate with talented individuals, and contribute to our mission of providing exceptional customer support.

WHO YOU ARE

You are a detail-oriented technical professional with a positive attitude and stellar customer communication skills. You have a naturally curious mindset, always seeking out opportunities to expand your knowledge and stay up-to-date with the latest industry trends and standards. You are open to finding innovative solutions that meet both the customer’s needs and that of our business, while maintaining the safety and security of both. You have an analytical approach to problem-solving in the most efficient manner and can explain technical concepts in a clear and concise manner, regardless of the client's technical expertise.

WHAT YOU ARE GREAT AT

You are a proactive self-starter who is comfortable interacting with stakeholders at various levels of the organization both internal and external and can take ownership of ensuring all work is completed thoroughly and accurately, ensuring solution based articles for both internal and external audiences are created and/or updated. You excel at communicating complex technical language and concepts with end customers of all levels. You have a strong understanding of endpoint management concepts, a good understanding of networking, exposure to cloud computing, and have a passion for continued learning.

YOUR RESPONSIBILITIES

**A Technical Specialist handles the following**:

- Providing support for a range of eSentire MDR offerings, such as Endpoint and Network products and services.
- Supporting inquiries and issues from from our customers and our Tier-1 support team, including:

- Analyzing information, data and logs related to the symptoms in order to identify the underlying problem.
- Documenting all troubleshooting steps and related results within our case and knowledge management systems.
- Escalate issues that require Tier-3 support to the appropriate internal/external teams when necessary.
- Collaborate with cross-functional teams to support customer issues and inquiries.
- Providing technical guidance and support with implementation & feasibility inquiries along with sharing industry standard best practices and recommendations with stakeholders and leaders.
- Create and maintain knowledge and process articles.
- Being flexible to take on projects and duties as needed, including participation in on-call rotation.

WHAT WE REQUIRE
- Familiarity with networking concepts, such as LAN, WAN, TCP/IP, Routers, Switches, Firewalls, SD-WAN, Traffic Mirroring.
- Experience and/or proficiency in Linux command line operations.
- Strong technical communication skills, both verbal and written, to effectively work directly with clients in a technical capacity while maintaining a customer-focused approach.
- Excellent analysis and problem-solving skills, with a focus on root cause analysis.
- Demonstrated attention to detail and a continuous improvement mindset, striving for excellence in all tasks.
- Capability to thrive in a fast-paced environment, juggling multiple priorities effectively.

NICE TO HAVE

Exposure to and experience with the following;
- Endpoint security solutions (ex: Microsoft Defender, CrowdStrike, Carbon Black, and/or SentinelOne)
- Cloud computing concepts and technologies
- Enterprise software distribution tools such as SCCM, Endpoint Manager, Intune, GPO & others
- Computer software and hardware, including desktop computers, servers, laptops, network devices, and peripherals.

Why a Career with eSentire?
**Our Culture**: At eSentire we work in a collaborative and innovative work environment. We work with brilliant and passionate people who strive and encourage others to do their best. eSentire’s idea-rich environment welcomes creative and sometimes unconventional perspectives
**Growth Opportunities**: At eSentire you will have the opportunity to grow and make an impact

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