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Technical Support Representative I

Location: Seattle, WA
Technical Support Representative I (multiple positions and levels)
Customer Support – Seattle, WA

Our clients is looking for high-energy, dynamic professionals who want to work for a growing global company and would love to take a bite out of the network security landscape.

Our client has deployed nearly a million of its integrated, multi-function threat management appliances worldwide and that number is rapidly growing. Of course, we recognize that there are a lot of security solution companies out there, but at the end of the day our product platforms yield dramatically higher performances than many of our competitors. We provide a solution that is scalable with hardware advances, utilizes best-of-breed technology, includes award-winning visibility tools, and is generally awesome all around.

But, you don’t have to take our word for it. Our client is one of the most highly awarded companies in network security. We have won an array of awards, recognition, reviews, 5-star ratings, and shout-outs. And the recognition keep piling up.

Position Overview

A Technical Support Representative I (TSRI) will provide first level support to customers. TSRIs may be required to provide support for authorized resellers, distributors, internet service providers, end-users, prospects, and internal employees. Customers within each of these customer groups may have dramatically different levels of technical expertise. The TSRI must be able to adjust their level of technical communication to that which is most effective for that particular customer. The TSRI must also be capable of effectively and professionally communicating with customers via telephone, email, and web.

Duties and Responsibilities
  • TSRIs are responsible for providing superior customer service and communication to all customers
  • Receive inbound support phone calls, validate entitlement for support and create and process the incident as appropriate for the customer level
  • Troubleshoot complicated hardware and software issues
  • Perform network analysis and troubleshooting in a live production environment
  • Validate customer reported issues and resolve in a professional manner
  • Provide appropriate solution or workaround based on analysis of customer reported issue
  • On more complex issues that require in-depth research, TSRIs are responsible for coordinating testing with Support Engineering, or as workload permits, conducting such testing on their own
  • Follow established department protocols for escalation of issues that, for technical or customer management reasons, cannot be resolved within the confines of standard Support guidelines or resources
  • “Embrace the Unknown” - Be able to research and self-learn new concepts and ideas and then impart knowledge with the rest of the Technical Support staff
  • Work as needed to fulfill caseload requirements which may include up to 24x7x365 on call duties
Experience Requirements
Strong understanding of TCP/IP networking, Windows platforms and PC hardware architecture along with a basic understanding of Windows servers
  • Working knowledge of well known ports and protocols and the OSI model
  • Strong understanding of WAN protocols such as PPP (including PPPoE), DHCP and working knowledge of routing protocols to include static, RIP, RIPv2, OSPF and BGP
  • Familiarity with VPN protocols such as the IPSec suite, Microsoft's PPTP and SSL
  • Familiarity with network security concepts to include firewalling, anti-virus, anti-spam, IDS/IPS, and URL blocklisting
  • Introduction to familiarity with Unix/Linux platforms
  • Previous technical support/customer service experience
  • Excellent written, verbal and organizational skills
  • Excellent decision making and problem solving capability as well as efficient at multi-tasking in a fast paced, constantly evolving environment
  • Must have a passion for the security/networking industry and related technologies
  • WatchGuard certification a plus
Educational Requirements

Bachelor/technical degree or equivalent professional certifications preferred though actual working experience may be used

As an Equal Opportunity Employer, we are committed to a diverse workforce
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Contact Us

Hansell Tierney 2955 80th Ave SE Suite 102 Mercer Island WA 98040 Office: 206-232-3080 Email: info@hanselltierney.com