Support Engineer Tier3

Responsibilities
Direct interaction with R&D, Tier2, Integration and Deployment, to resolving technical issues with products.
Create concise problem definitions for all tickets about the configuration and administration of our products, reporting bugs when encountered.
Develop customer facing support documentation, when appropriate, to summarize common support issues.
Create, manage and contribute to technical support guides and supporting troubleshooting documentation as needed;
Available on Weekend, public holidays, and on call duties as required.
 
 
Required Skills
3+ years’ experience with complex (HWSW) systems troubleshooting
3+ years’ experience working as a network engineer or computer system administrator
Hands-on experience with computer hardware and networking.
Extensive experience with virtualization environments – VMware, vCenter, Azure, AWS.
Hands-on implementation/configuration of LAN/WAN networking devices.
Knowledge of various firewalls, VPNs and security.
Experience installing, monitoring and troubleshooting Windows and Linux servers, Microsoft applications.
Solid understanding of networking concepts and troubleshooting techniques
Advanced knowledge of IT systems, including networking, servers, and applications
 
Advantages:
Experience with operating firewall platforms and VPN technologies – Advantage
Certifications: CCNA, MCSE – Advantage
Excellent Communication – both verbal and written; support is conducted via web-based ticketing and phone.
Ability to decipher customer issues analytically and troubleshoot logically.
Solid understanding of the technical fundamentals of the Internet.
You should have a solid knowledge of protocols such as IIS, HTTP, SSL and IPv4/v6.
Experience of virtualization in an enterprise environment.
Strong collaboration and teamwork skills.