Technical Action Centre Analyst

4 weeks ago

Mississauga, Ontario, Canada https:www.pcrecruiter.netsitemap Full time

We are seeking a highly skilled Technical Action Centre Analyst to join our team at ROSS (www.getROSS.com). As a Technical Action Centre Analyst, you will be responsible for providing level 1 maintenance support and problem diagnosis to our client base that have purchased additional support services over and above what the Original Equipment Manufacturer (OEM) provides.

The primary role includes:

  • Providing level 1 problem diagnosis via phone to maintenance clients
  • Documentation and reporting client problems
  • Participating in customer support meetings
  • Interfacing directly with OEM suppliers on support issues
  • Participating in market research & account opportunity profiling
  • Participating in and or leading product, solution or application based seminars and workshops

Key Responsibilities

The Technical Action Centre Analyst will be responsible for:

  • Providing high caliber efficient levels of telephone support to maintenance customers Monday to Friday (with rotational one week/month after-hours on-call)
  • Assisting in the growth of our client's business through the identification and development of new maintenance opportunities within our client base
  • Working with our sales team to lead to long term, mutually beneficial, strategic relationships

Requirements

To be successful in this role, you will need:

  • Intermediate role 3-5 years or Senior 5+ years experience in a related field
  • Knowledge and ideally certifications in a breadth of network security technologies (preference given to checkpoint CCSA/CCSE and RSA)
  • Demonstrable experience installing firewall in a client environment
  • Excellent communication skills and strong client empathy

What We Offer

We offer a competitive compensation plan, including a base salary plus a quarterly bonus paid on the completion of agreed deliverables. We also provide a training plan to ensure that you develop the required skills and expertise to fulfill company expectations and career growth goals.

Additional Duties

The Technical Action Centre Analyst will also be responsible for:

  • Collecting first-line info for contract customers
  • Extended debugging of customer problem environments
  • Duplicating customer environments
  • Liaising with vendors on customer support issues
  • Direct customer presales technical support
  • Direct customer post-sales technical support when required by inside and outside sales
  • Advising Inside (CSR's) and Outside (NSG) sales team to upcoming and potential sales
  • Making recommendations for defining customer requirements
  • Assisting inside and outside sales in defining product requirements
  • Liaising with vendors to resolve customer product licensing issues
  • Providing back-end support for TSG team staging and implementation
  • Assist on on-site TSG projects
  • Assist on in-house TSG projects (Infrastructure, Security)
  • RMA processing for defective customer returns
  • Integrating vendor RMA processes
  • Keeping up-to-date with vendor specific certifications – Checkpoint, Nokia, Nortel, Stonesoft, ISS
  • Keeping up to date on generic non-vendor specific certifications
  • Keeping up-to-date on Vendor supplied patches, hotfixes and security updates
  • Contacting customers for follow-up on expiring and closing issues
  • Actively researching and probing current IT security issues
  • Hardware and software diagnostics
  • Debugging, Conditioning, Testing and pre-configuration of equipment
  • Active role in Vendor, Supplier and Customer conference calls
  • Providing feedback / activity reporting to management on TAC issues
  • Escalating hot customer issues
  • Providing after-hours support for contracted customers
  • Tracking TAC inventory

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