PartnerOne

Technical Support Engineer – Level 2

PartnerOne

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇪🇬 Egypt

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Job Level

Mid-LevelSenior

Tech Stack

ChefLinuxMongoDBMS SQL ServerMySQLNoSQLPuppetPythonSaltStackSQLSwitchingUnix

About the role

  • Reviews technical solution articles for accuracy and completeness and gives feedback to the authors.
  • Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.
  • Understands and uses sphere of influence extending outside of the department.
  • Participating in and leads conference calls with customers Knows their audience and articulate accordingly.
  • Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database.
  • Validates technical information and issues early warning and disseminates information as needed.
  • Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.
  • Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.
  • Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
  • As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required
  • Works toward becoming subject matter expert in a particular area or areas.
  • Mentors and/or coaches less experienced TSEs, help develop and participate in presentations and informal training for other TSEs.
  • Applies systems analysis techniques and procedures to determine hardware or software systems functionality.
  • Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.
  • Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues.
  • Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate
  • Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
  • Maintains a "closed loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
  • Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions.

Requirements

  • Excellent troubleshooting and customer support skills.
  • Strong organizational skills – comfortable with managing and prioritizing customer caseloads.
  • Ability to visualize, articulate, conceptualize, or solve both complex and straightforward problems by making decisions that are sensible given the available information.
  • Ability to work well in a team environment.
  • Excellent verbal and written communication skills.
  • **Two** or more of the below skills are highly required:
  • - Hands-on experience of Unix/Linux system administration with strong command line knowledge.
  • - Proficient knowledge of network security including firewall configuration and SSL-based secure communications, Proxy configuration & IPSEC VPN.
  • - Good knowledge of network fundamentals concepts to include routing, switching, VLANs & VPNS.
  • - Technical proficiency across windows platforms including Microsoft Windows Server, Microsoft Active Directory & Microsoft SQL Server.
  • - Strong knowledge of Relational (MySQL) and NoSQL (MongoDB) databases.
  • - Configuration management Fundamentals to include Chef, Puppet & Salt.
  • - Knowledge of Scripting Language: Python.
  • - Experience with Security Assessment tools (NMAP, Nessus, Metasploit) and packet capture analysis tools (Wireshark, tcpdump).
  • - **Any of the below Certifications (is a plus)**
  • - Linux Administration Certifications (RHCSA, RHCE...etc).
  • - Security Certificates (CEH, Security +, …etc.)
  • - Microsoft Certification (MCSA, MCSE)
  • - Networking Certifications (CCNA, CCNP,…etc.)
  • - **This role operates on a Sunday–Thursday schedule.**

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingcustomer supportUnix/Linux system administrationnetwork securityfirewall configurationSSL-based secure communicationsnetwork fundamentalsMicrosoft Windows ServerMySQLPython
Soft skills
organizational skillsproblem solvingteamworkverbal communicationwritten communication
Certifications
RHCSARHCECEHSecurity +MCSAMCSECCNACCNP