Technical Support Engineer

GeeksForLess is looking for a Technical Support Engineer to provide enterprise-level support to our worldwide customers. The Support Engineer will provide support via phone, web, email or another channel required. The Support Engineer will need to have excellent problem solving and root cause analytic skills to help diagnose and solve complex technical/application issues.

Duties and Responsibilities:

• Provide Customers with product and service information
• Provide prompt and accurate feedback to customers
• Assists customers by giving correct resolutions in a clear, concise and courteous manner
• Escalate unresolved issues to the second level of support with the package of all relevant information
• Ensure proper recording, documentation and closure of all issues
• Document knowledge in the form of knowledge base tech notes and articles
• Proactive Management for the customer's issue
• Strong focus on customer satisfaction

Qualifications:

• Knowledge of Unix/Linux systems
• The advantage for experience with CISCO, Palo Alto, Checkpoint, Fortigate and other leading network security vendors
• Experience in the customer-facing environment, with direct interaction with customers
• Strong problem-solving skills
• Excellent written and verbal communication skills
• Strong ability to independently debug
• Good team player
• Flexibility to occasionally work outside of normal working hours