IT Support Technician - Network & Cybersecurity

UserTech is looking for the ideal candidates to actively participate in technical support engagements with our enterprise customers from Implementation to Post-Sales phase.

Going far beyond the standard call center or tiered support position, you will work in a non-silo environment towards building positive customer experiences.

The ideal candidate should possess the ability to troubleshoot complex and dynamic customer environments while balancing the communications needs of each case.

The duties related to this job proposal for you to make an impact:

• Be comfortable with speaking directly to customers and understand methods for customer de-escalation.
• Deliver customer support interactions via varied communication mediums.
• Document customer technical issues to support product & service quality
• Strive to resolve customer issues based on SLAs and business priorities
• Track and provide fault isolation and root cause analysis for technical issues
• Proactively monitor and review events from our Managed Services customers
• Attend to on-call duties related to incident management.
• Share customer feedback with our team in ensuring excellent customer satisfaction and success.
• Eagerness to learn new technologies through on-the-job training and develop the technical ability to recognize its operational capabilities.
• Assist in Professional Services deliverables including implementation and go-live processes

 Required Technical Skills

• Diploma or equivalent in IT/Computer Science/Network Security/Telecommunication
• Knowledge of networking industry, products, and protocols
• Knowledge in Security products specifically Firewalls, IPS, Endpoint, Public Cloud Technologies
• Knowledge of Virtualization technologies such as VMware
• Proficient in a variety of platforms, including Windows, Mac, and Linux.

Desired Skills

• Excellent written and verbal communication skills
• A team player, structured and result-oriented with a positive attitude
• Interpersonal skills to interact regularly with colleagues and customers.
• Ability to prioritise workload
• Excellent problem-solving and logical thinking skills
• Outstanding listening and questioning skills