Primary Responsibilities:
- Assist front-line MSSP staff and customers, by aiding in product research, following up on open issues and acting as an escalation of contact.
- Act as an escalation point of contact to implement, manage and troubleshoot customer systems issues via the telephone and update trouble tickets in the CRM.
- Provide leadership to other MSSP staff in a backup capacity.
- Facilitate customer communication, systems change management via telephone and email to follow-up on open issues and to communicate status of open ticket issues.
- Review customer security policies, validate client configurations and assist in the implementation of security change management.
- Assist MSSP Director and other Technical Services staff with day to day operations of the Support Desk.
- Assist other MSSP staff and Support engineers with lab systems configurations.
- Work with other Engineers & Management to create customer systems profiles using proactive monitoring tools, along with Microsoft desktop applications. (Visio, Word, Excel, Access, etc…).
- Will be required to be on-call after hours and weekends on a rotating basis.
- Maintain technical knowledge and troubleshooting skills on the FNS MSSP supported products and services.
- May be dispatched to customer sites to assist and/or facilitate repair or installation of supported products.
- May be required to work off-shift hours to cover customer issues and on-site activities.
- Other duties as assigned by management
Required Education/Experience:
Required Knowledge/Skills:
- Candidates must be proficient with FNS MSSP supported products, have extensive desktop/networking experience, application software experience and be proficient with Microsoft and UNIX / Linux based operating systems.
- Candidates must also be willing to work with minimal supervision and accomplish the assigned tasks.
- Strong Internetworking skills, knowledge of I/P routing and configurations, along with previous security systems experience is a must.
- Excellent written and verbal communications skills
Physical Requirements:
Candidates must be able to work in a call center environment, answering customer calls, have the ability to work with customers, troubleshooting systems issues over the phone, and lift up to 70 lbs.