Support Center Analyst I

2 days ago

Waterloo, Canada eSentire Full time

About eSentire

eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded from the premise that if you can't find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, candor, and resiliency. At eSentire, continuous improvement isn't an option. It's expected.

Join our team and build your cybersecurity career in one of the world's most dynamic industries.

THE OPPORTUNITY

WHO YOU ARE

You are a detail-oriented technical professional with a positive attitude and stellar communication skills. You have an analytical approach to problem-solving in the most efficient manner and can provide technical support to clients of all levels, both internal and external.

WHAT YOU ARE GREAT AT

YOUR RESPONSIBILITIES
- A Support Center Analyst I will perform the following tasks:

- Support a range of both internal infrastructure and eSentire products and services.
- Document all troubleshooting steps and related results within our case and knowledge management systems
- Escalate issues that require Tier-2 support to the appropriate teams as necessary.
- Field inquiries from a variety of internal teams.
- Utilize and maintain knowledge and process articles.

Other duties and/or projects may be assigned as necessary.

WHAT WE REQUIRE
- Solid understanding of networking fundamentals.
- Linux command line operation experience.
- Demonstrated attention to detail and experience working directly with clients.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Flexibility to work in a 24x7 shift based environment.

NICE TO HAVE
- Exposure to and experience with the following:

- Endpoint security solutions (ex: Microsoft Defender, CrowdStrike, Carbon Black, and/or SentinelOne)
- 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 from your work. We encourage innovation in all who become a part of our team. With growing operations internationally, there are many lateral and upward advancement opportunities for rewarding and developing careers with eSentire. We’re strong believers in continuing education and provide the resources that you need to continue learning.

**Employee Perks**: We provide breakfast, snacks and refreshments (at our physical office locations in Waterloo, London, and Cork), flexible working hours and vacation, company-wide equity and bonus programs, subsidies for continuing education and health & wellness, and attractive compensation and benefits plans. We make it our obligation to the team to stay current with compensation trends in the tech field

We thank all applicants in advance for applying. Only individuals selected for interviews will be contacted.

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