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Technical Support Specialist II

2 months ago

Austin, Texas, United States Forcepoint Full time
About the Role

Forcepoint is seeking a highly skilled Technical Support Specialist II to join our team. As a Technical Support Specialist II, you will be responsible for providing exceptional support to our customers, ensuring they achieve maximum value from our products.

Key Responsibilities
  • Respond to customer cases in a timely and professional manner, adhering to Service Level Agreements.
  • Proactively identify and resolve potential problems to prevent them from occurring and improve the overall customer experience.
  • Approach each case with a goal of ensuring Forcepoint products are performing at an optimal level by addressing any underlying or additional problems uncovered during each customer engagement.
  • Ensure full understanding of the issue, including impact to customer.
  • Gather logs, configuration details and attempt to reproduce the reported issues.
  • Research the issue in the Knowledge Base, documentation and with your team members as needed.
  • Recommend solutions to customers and follow through to resolution or escalate the case in a timely manner if no resolution can be found.
  • Prioritize workload based on severity and impact to customer and demonstrate a sense of urgency when handling cases.
  • Document all interactions and case details within the customer tracking database, including a detailed description of the issue and any resolutions recommended.
  • Adhere to company policies and procedures regarding customer handling, case management and service entitlement verification.
  • Participate in knowledge sharing via involvement in technical discussions and Knowledge Base documentation.
Requirements
  • Bachelor's Degree or higher in Information Systems, Computer Science, or equivalent experience.
  • Three or more years of experience supporting business to business customers.
  • Hands-on experience that demonstrates knowledge of:
    • Networking fundamentals (Layer 2 and 3, TCP/IP, 3-way handshake, DNS etc.)
    • HTTP protocol (Structure, status codes, authentication, etc.)
    • Application Support Basics (Common troubleshooting methodology for Windows and Linux programs)
    • Red Hat Linux fundamentals (command line navigation and basic features, file system, permissions, networking, etc.)
    • Windows (Permissions, services, file system, Event Viewer, etc.)
    • SSL/TLS protocols (Structure, certificates, initial handshake, etc.)
    • Routing (WCCP, PBR, Load Balancer Fundamentals, etc.)
    • PAC files basics (setup, download, basic PAC file commands, etc.)
    • Packet Analysis with tcpdump and Wireshark
    • Diagnosing network latency and intermittent issues
    • Reading and analyzing log files
    • Active Directory (Domains, structure, permissions, group policies, etc.)
    • Installing and configuring systems in cloud environments such as Azure and AWS.
    • Working with Active Directory and Group Policy (Domains, permissions, security)
    • Experience in troubleshooting client machines and applications on Window, MacOS
    • Information Security Concepts