Primary Responsibilities
· Provide technical first and second level support to international customers and partners on
· specific products via remote tools and the telephone.
· Accurate problem resolution requires thorough and clear documentation of both the customer’s
· technical issue and the customer’s expectations in the call-tracking database.
· Creation of Knowledge Base Articles
· Train the various support teams on new product versions as and when required
· Work closely with development to ensure customer product issues are resolved
· Participate in all team activities including projects, training and meetings
· Provide effective and timely communication to support teams
· Maintain a high level of knowledge and professionalism
· Maintain technical knowledge of all Company supported products
Experience
· Exposure to a range of computer operating systems
· Understanding and effective utilization of all provided job tools
· Extensive troubleshooting and testing skills (i.e. analytical, be able to narrow down on a problem,
· use documentation, tools, etc to troubleshoot)
· Ability to communicate at multiple levels with customers (i.e. technical / management)
· Strong understanding of UNIX/Linux operating systems
· Knowledge of Network Security, switching, routing/routing protocols, TCP/IP, Firewalls, VPN’s,
· Intrusion Detection and Prevention
· Relevant working experience in Network Security with possibly some background of IPS/IDS
· devices and firewalls.
· Understanding of Windows operating systems
· Knowledge of software and/hardware development, testing and implementation
· Degree (information and communications technology) from a university of applied sciences
· (Fachhochschule) or comparable bachelor or master degree, or training as “Fachinformatiker
· Systemintegration/Anwendungsentwicklung” with work experience
· Fluent English, verbal and writing skills
· Willingness to travel
· Be open to a flexible organisation of working time
Desirable:
· MCSE certified
· Good Network troubleshooting skills
· Experience with Network Security theory, design and architecture
· Working experience in Microsoft internals / dump debugging
· Good knowledge of German
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