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Cybersecurity Technical Support Analyst

3 months ago

Mississauga, Ontario, Canada ROSS Full time

Company Overview: ROSS is a dedicated team of People Specialists focused on aligning People Strategy with business growth, providing tailored HR and Recruitment solutions.

Position Summary: Our client, a reputable IT Solutions provider, is seeking a Cybersecurity Technical Support Analyst. This role is crucial in delivering exceptional support to clients who have opted for additional maintenance services beyond the standard offerings of Original Equipment Manufacturers (OEMs).

Core Responsibilities:

  • Delivering level 1 technical support and problem resolution via phone to maintenance clients.
  • Documenting and reporting client issues effectively.
  • Engaging in customer support meetings to enhance service delivery.
  • Collaborating with OEM suppliers to address support challenges.
  • Conducting market research and profiling account opportunities.
  • Leading or participating in seminars and workshops focused on products, solutions, or applications.

Key Objectives: The primary goal of the Cybersecurity Technical Support Analyst is to provide high-quality telephone support to maintenance customers, contributing to the growth of the client's business by identifying and developing new maintenance opportunities.

Career Development: This position is designed as a mid-term role, with the potential for transition into field service representation or direct sales as an Account Manager, depending on individual aspirations.

Compensation Structure: The initial compensation package includes a base salary along with a quarterly bonus contingent on the achievement of agreed deliverables. There may be future opportunities for ownership stake as the company aims for employee ownership.

Training and Development: A comprehensive training plan is in place to ensure the successful candidate acquires the necessary skills and expertise, with support for obtaining relevant certifications.

Additional Responsibilities:

  • Gathering initial information from contract customers.
  • Conducting in-depth troubleshooting of customer environments.
  • Replicating customer setups for testing and support purposes.
  • Providing pre-sales and post-sales technical support as needed.
  • Maintaining up-to-date knowledge of vendor-specific certifications and security updates.

If you know someone who might be a good fit for this role, please consider referring them.