Technical Support Engineer Level I

 

Technical Support Engineer Level I

 Summary

Provide technical support and troubleshooting assistance via telephone and email to resolve customer issues as they pertain to TriGeo products and services. Maintain thorough depth and breadth of TriGeo product knowledge and related industry software, hardware and applications. Work on internal projects as needed. 

 

Responsibility, Authority and Essential Duties: 

· Assist customers with the resolution of issues as they pertain to TriGeo products

· Maintain and uphold the highest principles of customer service

· Provide technical advice on industry related software, hardware and applications where TriGeo product dependencies exist

· Adhere to call center metrics while resolving customer issues

· Performs all administration duties related to daily operations

· Manage cases in CRM based on established guidelines 

· Adhere to TriGeo Service Level Agreements and commitments

· Maintain professional demeanor at all times

· Effectively communicate technical information to non-technical customers

· Effectively communicate with leadership

· Escalate issues to supervisor within established timelines

· Coordinate the resolution of technical issues with Advanced Support Team

· Contribute to knowledge base

· Maintain working lab systems

· Participate in On Call rotation

· Other related duties as appropriate and required by your supervisor

· This position does not have supervisory responsibilities

 

Preferred Qualifications:

Education  Bachelor's degree in Computer Science or equivalent work experience

Experience Minimum 2-4 years experience in a customer support environment providing technical support via the telephone or in person.  Must have experience troubleshooting PC hardware/software, Windows and Linux operating systems issues.  Several years hands-on technical experience with installation, service and administration of a medium to large sized network or verifiable LAN technical experience including TCP/IP, and other protocols.   Desirable:

 

· Security certifications desired (MCSE, CCNA, SSCP, CISSP, GCIA, GCIH, GCFA, CEH)

· Experience in a 24/7/365 work schedule environment

· Project Management skills

· Demonstrated proficiency in analyzing security related problems, projects and tools

· Demonstrated proficiency with security as it relates to several of the following:
- Common regulatory requirements, including SOX, PCI, HIPAA, GLBA

- Intrusion Detection
- Anti-virus
- Privacy
- Microsoft Windows
- Linux, Unix
- Network technologies (firewalls, routers, switches)
- Security tools and technologies

- Penetration Testing and vulnerability assessment-Network, Host, Applications

- Firewall, VPN, IDS and related network security design and implementation

- Strong network and endpoint security experience, including network design, implementation, and management