213019 Technical Support Analyst
Core
Provide reactive and proactive technical support, troubleshoot incidents, and document solutions for a licensed customer base.
Role type
Technical Support Analyst (Network/Infrastructure focus)
Builds
Documented solutions for internal and external support web-pages
Domain
IT Services / Network Infrastructure
Deliverable
client delivery
Required skills
TCP/IP networking, OSI Layer model, Linux CLI, SQL database via CLI, command-line scripts, SIEM technologies, device hardware, auditing compliances (PCI, SOX, HIPAA)
Preferred skills
MCSE, Network +, Security + certifications
Technologies
Linux, UNIX, Mac OS, Windows, SNMP, SMTP, WMI, SYSLOG, SSH, NTP, DHCP, DNS, CIFS, NFS
Responsibilities
Troubleshoot and resolve open incidents, qualify incidents before escalation to Tier-II, record and document customer issues, create documented solutions for support web-pages
Seniority
Mid-level (2+ years experience)