Support Center Analyst I

The Opportunity

The successful candidate will be part of a growing team of skilled technical professionals, providing tier-1 support services. The candidate will be responsible for providing in-depth support for eSentire’s MDR (Managed Detection and Response) offerings to our clients, ensuring the related products and services remain in a healthy operational state throughout the customer’s partnership with eSentire. The candidate will work cross-functionally to escalate any issues to the appropriate teams when necessary. This role will report to the Manager, Support Center within our Support Operations organization.

Who You Are

You are a detail-oriented technical professional with a positive attitude and excellent customer communication skills, both verbal and written. You have an analytical approach to problem-solving in the most efficient manner and can provide technical support to clients of all levels. You are open to finding innovative solutions that meet both the customer’s needs and those of our business.

What You Are Great At

You are a proactive self-starter who is comfortable interacting with stakeholders at various levels of the organization both internal and external and can take ownership of ensuring all work is completed thoroughly and accurately. You excel at communicating complex technical language and concepts with end customers of all levels. The successful candidate will demonstrate experience with networking concepts, Linux operating systems, command line operations and application support.

Responsibilities

A Support Center Analyst I will perform the following tasks:

• Handling customer enquiries and internal cases in our ticketing system, communicating directly with clients.
• Providing First Contact Resolution Phone Support. Handling inbound enquiries and resolving customer cases while on the phone as well as performing outbound escalations
• Support a range of eSentire MDR offerings including but not limited to Endpoint, Network and Cloud products/services
• Support and troubleshooting client inquiries/issues while:
• Identifying the underlying problem by analyzing the information/data related to the symptoms
• Documenting all troubleshooting steps and related results within our case and knowledge management systems
• Escalate issues that require Tier-2 support to the appropriate teams as necessary
• Liase with Vendor support teams
• Field inquiries from a variety of internal teams
• Utilize and maintain knowledge and process articles

Skills and Qualifications

• Bachelor's degree in Computer Science, Information Technology or equivalent hands-on experience.
• Minimum of 2+ years of Information Technology experience in a Helpdesk or Technical Customer Support Role
• A passion for delivering exceptional customer service and a proven track record of resolving complex technical issues
• Good analytical and problem-solving skills with a focus on root cause analysis

Exposure to and experience with the following:

• Computer software and hardware support experience, including desktop computers, servers, laptops, network devices, and peripherals.
• Intermediate experience with Service Management / IT Helpdesk ticketing systems such as ServiceNow
• Enterprise application support technologies
• Solid understanding of networking fundaments; LAN, WAN, TCP/IP, Routers, Switches, Firewalls, SD-WAN, Traffic Mirroring
• Linux command line operation experience
• Demonstrated attention to detail and a continuous improvement mindset
• Ability to work in a fast-paced environment and manage multiple priorities

Nice to Have

Exposure to and experience with the following:

• Support of Endpoint security solutions such as Microsoft Defender, CrowdStrike, Carbon Black, and/or SentinelOne
• Enterprise software distribution tools such as SCCM, Endpoint Manager, Intune, GPO & others 
• IT Monitoring/Observability tools such as the SolarWinds Orion suite