Technical Support Specialist
1 day ago
The Technical Support Specialist resolves customer technical issues in a timely and effective fashion for Absolute’s corporate products using strong customer service and technical skills. As such, technical aptitude, empathy, and ability manage multiple concurrent issues are crucial.
We operate a follow-the-sun support model with our other support centers and some working hour’s flexibility is required - including periodic on-call requirements - but there are no swing shifts, or night shifts in the normal rotation.
You will be joining a team of accomplished support professionals that are respected across the organization for the value they bring to our customers and to the Absolute business.
**What You'll Need**:
- Excellent technical troubleshooting and issue documentation skills
- Strong working knowledge of various Operating Systems, including installation, configuration, and authentication methods; (Windows, Linux, iOS, macOS, and Android)
- Good understanding of IT security concepts
- Good understanding of software deployment and disk imaging solutions
- Strong knowledge of firewalls, anti-virus and encryption products
- Proficiency with IP networking concepts and protocols:
- LAN / WAN networking concepts including IP, TCP, UDP, ICMP, routing, and firewalls.
- LAN / WAN equipment installation, configuration, and troubleshooting.
- Understanding of patching and vulnerability scanning solutions
- Experience writing and using basic database queries
- Experience with one or more CRM or ticket tracking systems
- Outstanding customer service skills - effectively communicate in both verbal and written English (additional language skills always welcome)
- Initiative, tenacity, and a real desire to help and support customers
- A proactive mindset to go beyond basic case work
- Ability to prioritize and manage a high workload within a fast-paced environment
- Able to work independently whilst also contributing to the team
- Ability to work fully remote, or in an office setting
- 2+ years in a similar or complimentary role
**Preferred Skills & Qualifications**:
- Hands-on experience with network protocol analyzers (NetMon, Wireshark, etc.).
- Understanding of virtualization software; (VMWare, Nutanix, etc.)
- Scripting (PowerShell and/or Bash)
- Database (SQL and/or MongoDB)
- Experience with ServiceNow, SIEM tools, API, SSO
- Industry Qualifications: Microsoft, Linux, Cisco, CompTia, etc.
- The base pay range for this position is from $55,000 - $65,000; the base pay offered is determined by the market location and may vary depending on job-related knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our annual bonus program._
**Why Work For Us**:
You’re resilient and passionate about securing the Work from Anywhere era.
So are we.
We’re in search of the best and the brightest - everyone from innovators, sellers and marketers to financers, operators and especially customer relationship managers - we’re looking for top tier talent to help us shape the next decade of security, drive innovation that enables customers with truly disruptive solutions and are dedicated to making a meaningful difference.
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