Technical Support Analyst

The position of Technical Support Analyst is designated as a key role in all aspects of technical support for M86 Security products running on both Linux and Microsoft based servers and workstations.

The work will involve issues that arise in production environments but it may also include installation of M86 Security hardware and software based products. A key component to the position is the willingness to work a problem from start to finish with attention to detail.

This will be a phone and email support position with a possible high volume of calls. The duties of the Technical Support Analyst include but are not limited to:

• Answer, evaluate, and prioritize incoming telephone, voice mail, and e-mail requests for assistance from customers related to products developed by the company
• Provide customers with regular updates on open issues and set appropriate expectations
• Interface directly with product development group when necessary
• Manage a personal queue of 30+ active cases to company standards
• Provide assistance to others on the team while maintaining high customer satisfaction on own issues
• Carefully document activities and customer interactions to ensure accurate call tracking
• Document solutions and publish to the external knowledge base
• Troubleshooting server/client, or network-related problems
• Analyzing and recommending solutions to problems
• Writing of monitoring, reporting, and other scripts
• Loading and configuration of software and patches
• Implementing monitoring tools and ongoing monitoring of systems
• Perform on call support for 24x7 production environments
• Diagnose and solve system, server, workstation and network problems quickly
• Quickly learn new technologies when required in order to serve as an expert to the rest of the team

Qualifications:

• Excellent working knowledge of the Internet and proficiency in conducting Internet searches
• Minimum three years experience in technical support; specifically in a call center-type environment supporting external customers
• BSCS or equivalent work experience
• Must have understanding of OSI model, TCP-IP, HTTP & UDP networking components, DNS, Microsoft Domains, Active Directory and LDAP.
• Must have network troubleshooting skills including an understanding of routers and firewalls with the ability to use common tools such as netstat, traceroute, ifconfig, tcpdump and others.
• A key component to the position is the willingness to work a problem from start to finish with attention to detail.
• Ability to work as part of a team is essential
• Must be able to collaborate with various technical groups to provide project analysis and support.
• Strong background in Customer Service

The Technical Support Analyst is located at the M86 Security corporate headquarters in Orange, CA. Submit resumes to: careersUS@m86security.com