Senior Technical Support Engineer Job Description Template
Our company is looking for a Senior Technical Support Engineer to join our team.
Responsibilities:
- Recognise and escalate critical issues to Development and working with them to find a resolution;
- You will implement Change Requests on Hosted client environments including Treasury application installations, upgrades and interface changes;
- Act as the knowledge bridge between the customer service and infrastructure teams;
- While investigating issues, you will be looking for opportunities to improve our operational quality and efficiency along with system stability;
- Provide identified training to other members of the team where required;
- Investigating and resolving issues which first/second-line product support have failed to isolate or fix;
- Management and strategy of IT Infrastructure (Deployment and Configuration);
- Security of environment, Firewalls / AV / Malware;
- Having an input in technical problem solving to writing reports and presenting to the change advisory boards;
- WAN, LAN, Server Infrastructure (Virtual and Physical);
- The role can vary to doing anything from technical information and documentation to advising, guiding 1st and 2nd line support engineers;
- Backups, HA, DR.
Requirements:
- Must have intellectual curiosity, humility, accountability and positive approach;
- Minimum of 3+ years of SAAS experience;
- Experience reviewing/deciphering device engineering logs;
- Cradlepoint Certificates: Certified Network Associate, Certified Network expert;
- Firewall Configuration and Management;
- Network and telecommunication-specific professional certifications, such as but not limited to: CCNA, CompTIA Network+, etc;
- Must have a strong knowledge of virtualization and virtual machines;
- System Administration certifications, such as but not limited to: MCSA: Windows Server, CompTIA Server+, etc;
- Office 365;
- Active Directory;
- Experience using Splunk;
- Deep knowledge of redundant storage solutions such as RAID;
- Networking experience – LAN, WAN, 10/100/Gig Ethernet, Firewalls, and TCP/IP, subnets, MTU, etc;
- SQL Server;
- Experience with SSO identity providers: ADFS, Azure, OKTA.