13 mar
Crg
Bogotá
Current job opportunities are posted here as they become available.
As a Tier 1 Support Engineer, you will be responsible for providing technical support and assistance to our internal teams and clients who utilize our SOC platform. You will play a crucial role in ensuring the smooth operation of our platform by resolving issues, answering inquiries, and escalating more complex problems to higher-tier support engineers. This position requires excellent communication skills, as you will interact with various teams and clients on a regular basis.
Requirements:
- Fluent in English. High Proficiency level (must).
- 1+ years of experience in a technical support role.
- Strong IT knowledge, particularly in networking,
to analyze and resolve complex technical issues efficiently.
- Knowledge of cybersecurity principles and technologies, including SIEM (Security Information and Event Management).
- Familiarity with ticketing systems and their usage for efficient issue tracking and resolution.
- Excellent problem-solving and analytical skills.
- Proactive and self-motivated with a "can do" approach, demonstrating a willingness to take on challenges and find solutions.
- Ability to effectively communicate technical information to both technical and non-technical individuals.
- Strong customer service orientation with a focus on delivering exceptional support experiences.
- Ability to work well under pressure and prioritize tasks in a fast-paced environment.
- Self-motivated and eager to learn new technologies and industry trends.
Responsibilities:
- Respond promptly and professionally to support tickets and inquiries from internal teams and clients.
- Troubleshoot and resolve basic technical issues related to our SOC platform, utilizing knowledge base resources and collaboration with higher-tier support engineers.
- Identify and escalate complex technical issues to Tier 2 and Tier 3 support engineers when necessary.
- Communicate with clients and internal teams to gather necessary information for issue resolution.
- Collaborate with other support engineers to develop and maintain an up-to-date knowledge base of known issues and solutions.
- Provide guidance and assistance to clients in the use of our SOC platform, ensuring they maximize its capabilities.
- Document support activities, including ticket updates, issue resolution steps, and client communication.
- Continuously update and expand technical knowledge related to our SOC platform and the cybersecurity industry.
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