NIKSUN
Website:
niksun.com
Job details:
Job Title: Junior Engineer, Technical Support, tier 2
NIKSUN is the recognized worldwide leader in making the Unknown Known, by using next-generation technology that revolutionizes the way networks and services are secured, protected, and managed. The company develops and deploys a complete range of award-winning forensics, compliance, security surveillance, and performance management solutions for applications ranging from core infrastructures to edge and branch environments.
Key responsibilities:
Respond to customer incidents through conducting preliminary assessment to product or system issues. Debug and track until resolution by analyzing the source of the issue and its impact on hardware, network, and storage resources. With your technical expertise you will support cloud solutions, App installs, release updates & upgrade, testing, deploying, maintaining, and enhancing software solutions. You will address bugs and escalate to engineering check code and verify accuracy, testability, functionality, and efficiency. Also, you should have a good understanding of different hardware components: processing, networking, storage. NIKSUN Cloud Support engineer is a customer facing role on which you
- Engage with NIKSUN’s clients on live troubleshooting sessions via telephone, e-mails, live-Chat to provide level 1/2 support on a vast array of NIKSUN products.
- Lead, manage and drive incidents to resolution, whether reported reactively by customers or proactively through NIKSUN monitoring tools.
- Adhere to incident severity standards, escalating none resolved incidents to Tier 3 at due time.
- Work with different NIKSUN engineering departments, relay a technical message back to the customer in a simple non-technical language if required.
- Maintain updates flowing to customers regarding incident resolution efforts at all times.
- NIKSUN Cloud support operates 24x7x365, you’ll be required to work on a shift schedule including day, night, weekends, and holidays.
Requirements:
- 2+ years of experience in technical support, application support, cybersecurity, or a related technical role.
- Strong troubleshooting and analytical skills with the ability to isolate and resolve complex technical issues.
- Working knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPNs, routing, and firewalls.
- Familiarity with Windows and Linux operating systems.
- Understanding of cybersecurity concepts, including authentication, access control, network security, and security event analysis.
- Experience using ticketing systems and remote troubleshooting tools.
- Excellent customer service, communication, and documentation skills.
- Ability to manage multiple priorities in a fast-paced environment.
Required Skills and traits:
- Experience supporting enterprise security, SIEM, EDR, IAM, or network security platforms.
- Familiarity with cloud environments
- Experience with log analysis, APIs, scripting (PowerShell, Bash, or Python), and packet analysis tools.
- Industry certifications such as CompTIA Security+, Network+, CCNA, or equivalent.
- Excellent verbal and written communication skills.
Professional Requirements:
- Bachelor’s Degree in computer science or equivalent software engineering discipline.
Qualified applicants will receive consideration for employment without regard to age, race, creed, color, religion, sex, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or protected veteran status.
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