Technical Support Analyst

Location: Ottawa, ON
Date Posted: 05-12-2017
Responsibilities:
  • Take ownership of technically complex issues and work closely to completely resolve with the customer
  • Resolve issues working closely with the engineering and support engineers while providing feedback to engineering for improving the product quality and reliability
  • Setup and document the test environments as necessary for replication of the issues 
  • Resolve escalated Software and Hardware issues 
  • Shift Work including potential of weekends
Qualifications:
  • Experience in supporting the products related to Network Security, firewalls, routing and switching 
  • Understanding of LAN & WAN Network topologies, strong knowledge of TCP/IP Protocol Suite, LAN/WAN access technologies, Internet Security Architectures and Routing
  • Knowledge of managed switches, VLANs and switching protocols
  • Candidate must have a strong customer orientation, excellent communication skills and phone etiquette 
  • Experience with network troubleshooting at the packet level
*** Please ensure you include what languages you speak on your resume***
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