06 May
Tech Support Engineer II- Security
Vacancy expired!
We know there’s no such thing as a “perfect" candidate - Nor do we look for the right "fit" with us, we look for the Add! We encourage you to apply for a role at Pax8 even if you don’t meet 100% of the bullet points. We believe in cultivating an environment where there are a diversity of perspectives, in hopes that we can all thrive in an inclusive environment. Pax8 also encourages all applicants authorized to work in the US to apply regardless of location.
Position Summary:At Pax8, the level of service and support provided is a key differentiator: we provide our partners with “The Wingman Experience”. The Technical Support Engineer II (TSEII) plays a pivotal role in the delivery of the “Wingman Experience”. He/she interacts with our partners through multiple communication channels, providing advanced technical support and escalation assistance on the vendors that we have on our line card. The TSEII also acts as the first point of internal escalation for the lower tiered engineers on the team. Team collaboration and mentorship are part of their responsibilities; as are handling more complex support scenarios and tier 1 escalations. Creating product knowledge documentation is an essential duty of the TSEII. As the Technical Support Department is broken into different teams, he/she will be assigned a team and expected to focus on the products and technologies that are relevant. Those teams, “Stax”, follow the Pax8 Stax model of Productivity, Infrastructure, Continuity, and Security.Essential Responsibilities (includes, but is not limited to):- Providing advanced technical support to partners
- Responsible for daily cases assigned
- Logging into phone and case management systems according to schedule
- Resolving complex technical cases in a timely and efficient manner, using advanced technical knowledge of our various Stax solutions
- Determining when escalation to upper tier engineers and/or vendors is necessary and appropriate
- Owning and overseeing escalated support cases until resolution is determined
- Collaborates with others to develop customer support and problem resolution processes in order to provide more efficient, better partner/customer support
- Collaborates with vendors or vendor contacts around cases currently in an escalated state
- Acts as first point of internal escalation for tier 1 support engineers
- Team Mentorship and Escalation Assistance
- Assists with mentorship of team members over the following:
- i. Acts as guided resource for new team members, L1’s, and Service Desk team members
- ii. Serves as new hire Co-Pilot
- iii. Provides feedback to leadership on methods of improvement for systems and situations that may develop
- Shares product specific support cases and their resolutions with the team for ongoing learning opportunities
- Participates in live support cases or cases in which a partner has expressed frustration
- Product and Knowledge Specialization
- Develops and maintains knowledge around specific products in team
- Work with vendors and vendor contacts to drive continuous communications around updates and information that may affect the team
- Acts as a delegated Subject Matter Expert for one or more products, assisting with vendor communications, product training, as well as team and leadership awareness
- Strong communication skills around customer service – can defuse situations where partners and/or customers may be frustrated
- Excellent analytical & problem-solving skills combined with the ability to provide quick resolution to problems
- A self-motivated, strategic creative worker with a drive for executional excellence
- Proficient at managing email and team communication through MS Outlook and MS Teams
- Demonstrated support specific knowledge in one or more of the following Pax8 Staxs:
- Productivity: Advanced admin/engineer level experience with the Microsoft Office 365 platform. Experience migrating to Office 365, or from different versions of Microsoft Exchange. Understanding of PowerShell and its use with Office 365. Advanced knowledge of the Office 365 Desktop Suite. Fundamental knowledge of mail flow concepts and DNS.
- Infrastructure: Advanced experience with the Microsoft Office 365 and Azure platforms. Experience with Azure AD Connect and hybrid configurations. Knowledge of Windows Virtual Desktop and/or Remote Desktop Services. Understanding of virtualization and clustered server environments.
- Continuity: Advanced admin/engineer level experience with BC/DR solutions, their set up, configuration, and failover best practices. Understanding of Microsoft Windows Server architecture. Advanced admin/engineer level experience with SaaS based email solutions, Office 365 preferred. Advanced admin/engineer level experience with SaaS based backup solutions and the restoration of data. Working knowledge of continuity-based products such as Acronis, Storagecraft, Veeam, Dropsuite.
- Security: Advanced admin/engineer level experience with the Microsoft Office 365 platform. Understanding of mail flow, related DNS records, diagnosing mail flow issues, setting up connectors to third party platforms. Advanced admin/engineer level experience on SaaS based email security platforms like Proofpoint, Ironscales, Titan HQ. Advanced admin/engineer level experience with endpoint solutions like SentinelOne and Bitdefender. Installation, removal, and remediation experience with endpoint solutions. Knowledge around cybersecurity best practices or the desire to learn and dig deeper.
- B.S./B.A. degree in related field or equivalent work experience
- At least four (4) years of relatable experience in the technical support field
- MSP experience a plus
- Industry Specific certs preferred
- Microsoft 365 Expert Admin, MCSA, Comptia A+, Network+, Security+
- Qualified candidates can expect a salary beginning at $60,000 or more depending on experience
Vacancy expired!