*tier 2 support engineer (w identity call outs)*:
*about us*
helpware is a technology-driven company with a global presence across several countries, including the usa, ukraine, mexico, germany, albania, poland, puerto rico, and the philippines. We specialize in offering top-notch customer experience and operational support to modern businesses. Our team of experts is committed to delivering exceptional services to our partners, leveraging our skilled teams, cutting-edge solutions, and advanced technologies to provide the highest value.
Duties and responsibilities:
- respond to customer inquiries and technical problems through web portal, live sessions, and telephone.
- document all technical inquiries. Develop and review content for knowledge sharing for both internal purposes and customer facing platforms.
- work directly with other global support colleagues, security services, sales, operations, and administration to ensure the long-term success of our customers and the company.
*requirements*:
- at least 3-5 years' experience in technical support or a position of similar nature in a software company.
- 3+ years of experience at a saas or security vendor in a consultancy or advisory role.
- able and willing to work day, evening and weekend shifts as necessary in a 24x7 global support environment.
- capable of understanding the technical aspects of a complex system.
- strong technical troubleshooting skills and problem solving. Demonstrates the ability to think through situations outside the norm and develop appropriate solutions for isolating the root cause.
- must have excellent communication skills and a passion for providing world-class service.
- experience of directly supporting enterprise-level customers.
- must be able to work independently as well as with others, as part of a domestic and international team.
- excellent time management, decision making, prioritization and organization skills.
- thorough knowledge of microsoft windows operating system and server platforms with emphasis on windows 2008/2012/2016 server.
- proficiency in english both written and spoken.
Advantages:
- computer science education and/or technical certifications
- experience working with linux or unix operating systems.
- experience working with mac operating systems.
- authentication methods (saml, rsa securid, smart cards, tokens, radius, ldap).
- experience of single sign on solutions (e.g. Okta, adfs).
- experience in windows clustering, network load balancing, san technologies, and disaster recovery.
- nice to have cyberark experience.
*identity *advantages:
- good knowledge of microsoft active directory, kerberos, and ldap technologies.
- knowledge of sql server, ms exchange o365 management, mdm mobile device management.
- experience with, restapi, scim, javascript, html, and other supporting technologies.