Support Desk Specialist

Job Location
Seattle
Date Posted
Aug 23, 2017

The Support Desk Specialist provides remote technical assistance for Tempered Networks security products to internal and external customers. He or she will handle multiple service assist requests of diverse scope where analysis of data requires evaluation of identifiable factors, and provide daily customer communication via phone and email. This SDS will exhibit strong competence, utilizing a number of troubleshooting tools in the course of providing resolutions.

Responsibilities 

  • Provides Tempered Networks customers and partners with a consistently high-quality support experience
  • Proactively and effectively communicates status, plan-of-action, and resolution of issue to relevant customers and colleagues
  • Provides Level 1 to Level 3 technical support to troubleshoot and resolve hardware and software issues
  • Manages multiple cases and prioritizes based upon customer and business needs
  • Effectively manages case escalations to Tier 3 (Engineering and Development Services) while maintaining customer communication
  • Maintains high schedule adherence (work hours and on-phone time)
  • Participates in ongoing training with Tempered Networks technology and related technologies
  • Performs additional projects as required
  • Helps sustain Tempered Networks Support Team

Requirements 

  • Excellent customer service/support skills combined with experience supporting operational and enterprise customers in mission critical environments
  • Demonstrated experience in a technical support role, working with relevant technologies
  • Hands-on technical experience with and very knowledgeable on LAN/WAN operations, Network protocols, UNIX Operating systems, and/or networking hardware required
  • Thorough knowledge of TCP/IP protocols and the OSI model
  • VLAN setup and implementation
  • Able to work with moderate supervision
  • Proven track record in a team environment
  • Analytical thinker with strong attention to detail
  • Must be able to read, write, and speak English fluently, including technical concepts and terminology
  • Must be able to relay technical information to customers with varying skill levels
  • Flexible approach to working hours to provide on call and out of hours coverage
  • Knowledge of at least one of the following: DNS protocol/BIND/HTTP protocol depending on supported product, Network or Data Center Firewalls, Service Provider infrastructure
  • Experience with Network Security Best Practices

Please apply: jobs@temperednetworks.com

Tempered Networks is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Tempered Networks does not accept 3rd party candidate submissions.