Sr. Support Technician

Role Responsibilities:

We are recruiting for a full-time permanent Sr. Support Technician to support Ativion products in the US market.

• Continually improve the quality of customer support and services
• Support the existing user base to ensure all customers are professionally serviced in a timely manner
• Manage phone, chat, and ticket queues
• Respond to system alerts
• Deal with escalated technical support tickets in line with company SLAs
• Troubleshoot customer issues, recreating incidents and identifying root cause

Professional Expectations:

• Follow the general operating procedures outlined in the "General Support Processes and Procedures" documentation

• Proactively communicate ticket status to customers for all open issues
• Maintain clear, concise and complete ticket documentation for customer requests

• Know and follow company and department protocols at all times
• Continuously develop product knowledge and applicable use in the industry
• Know and maintain technical knowledge of products, services and technologies that the company supports
• Know and maintain a professional knowledge of the Web Security market and competitive products
• Provide management with frank and fearless advice and feedback
• Other duties as directed

Required skills/experience/qualifications:

• Educational Technology background
• CCNA or equivalent networking experience
• Experience with Linux
• Strong understanding of directory services (i.e. Active Directory, LDAP, Google Directory)
• Experience with MDM solutions (i.e. JAMF, Mosyle, Filewave, Meraki, Intune)
• Experience with Google Workspace
• Exceptional written and oral communication skills are essential, customer focus, and ability work with both technical and non-technical people
• Hardware investigation and troubleshooting skills
• Understanding datacenter infrastructure best practices
• Previous experience with web filtering products
• This is a USA based role and will work remotely. Working hours are 8am – 5pm however there may be some flexibility around this depending on customer requirements. This is a full-time permanent position.

*** STRICTLY NO AGENCIES ***