Technical Support Representative
The Technical Support Representative professionally provides technical assistance. They are expected to resolve customer concerns and close the concern-related tickets efficiently. Furthermore, they are also responsible for ensuring that the customer relationship is managed through proactive customer communications by providing a rapid and satisfactory response. Success in this role is measured through a strong customer-oriented mentality, a thorough systematic approach to troubleshooting and the interest in learning a diverse set of technologies.
Responsibilities for all Support Representatives:

• Answers incoming phone calls, web-cases, chat messages and customer emails as the first point of contact for incoming support issues.
• Create tickets with the required information, validate issues through investigation and troubleshooting, perform customer notifications, and escalate issues as required.
• Maintain awareness and compliance with all client support policies.
• Assess customers’ technical support needs and handle/route accordingly, using documented procedures and CRM tools.
• Create and maintain technical documentation, processes and procedures.
• Provide first level support, coordination, diagnoses and troubleshoots incoming end user's computing issues and requests.
• Maintain a strong understanding of X10 Technologies Support Services, including Security Operations, Systems Operations, and Network Operations services:
• Troubleshoot networking components over the phone and through remote sessions.
• Document the ticket details and all the progress in a case management system.
• Provide an exceptional customer experience during calls, emails, chat, and customer/partner escalations.
• Prioritize between tasks including inbound calls, existing case management, live chat, email requests.
• Connect the customer environments and upgrade the firmware when needed.
• Monitor status of network devices and servers verifies connectivity and validates events from the monitoring system.
• Process system and network backups for the assigned customer environments.
• Continuously learn new skills, technologies & products, while keeping up with X10 Networks’ pace of innovation.
• Maintain familiarity with Windows 10, Windows 11, Windows Server 2012R2 - 2019, Microsoft Office Suite and M365 administration and troubleshooting.

The Level 2 Technical Support Representative is expected to perform the following activities, including but not limited to:
Monitoring

• May be required to assist Level 1 support with continuous 24/7 monitoring of firewall alerts and logs.
• Receive escalations from Level 1 support and manage investigation and resolution.
• Escalate unresolved issues to Level 3 support.

Incident Response

• May be required to assist Level 1 support with conducting initial triage and basic troubleshooting.
• Perform in-depth analysis and remediation.
• Escalate root cause analysis and incident response prevention as required.

Configuration Changes

• May be required to assist Level 1 support in applying pre-approved configuration changes.
• Implement complex configuration updates.
• Escalate issues that require assistance or product expertise to Level 3 support.

Policy Management

• May be required to assist Level 1 support in verifying compliance with established policies.
• Modify policies according to guidelines, or as directed by Level 3 support.

Firmware Upgrades

• May be required to assist Level 1 support in scheduling and verifying routine firmware updates.
• Validate and execute complex and critical firmware upgrades.

Log Management

• May be required to assist Level 1 support in conducting daily log reviews.
• Perform detailed log analysis and correlation.

User Support

• May be required to assist Level 1 support with basic user support activities.
• Receive escalations from Level 1 support and manage resolution of advanced user issues.
• Escalate unresolved issues or requirements for expert-level support/consultation to Level 3 Support.

Reporting

• May be required to assist Level 1 Support with generating daily and weekly reports.
• Prepare detailed monthly and quarterly reports.

Compliance

• Ensure adherence to compliance requirements.
• Conduct compliance audits.

Backup and Recovery

• May be required to assist Level 1 Support to ensure that routine backups are completed as per pre-defined schedules.
• Manage backup schedules.
• Conduct recovery tests.

Documentation

• Assist and advise Level 1 Support with maintenance of operational documentation.
• Update and improve operational procedures.

Threat Management

• Assist and advise Level 1 Support with identifying and reporting potential threats.
• Investigate potential threats as discovered, or as escalated by Level 1 Support.
• Mitigate identified threats within Level 2 capabilities, escalate significant threats to Level 3 support as required.

Communication

• Provide communication to stakeholders regarding ongoing issues, incidents, and tickets.
• Validate customer satisfaction with ticket resolution.

With expert knowledge in, but not limited to, the following tools or vendors:
Zoho CRM
Aruba
Palo Alto
Veeam
Sentinel One
MS Office
Ruckus
Nutanix
Fortinet Products
Sophos
Tellabs
Proofpoint
Manage Engine (RMM)
Solarwinds
Crowdstrike
F5
Rapid7
Job Type: Full-time
Benefits:

• Health insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Night shift