Technical Support Specialist

hace 2 semanas

Guadalajara, Jalisco, México Helpware A tiempo completo

About Helpware


Helpware is a technology-driven company that provides Customer Experience & Operational Support for modern companies.


Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.


As a Tier 2 Support Engineer at Helpware, you will be responsible for:



  • Responding to customer inquiries and technical problems through web portal, live sessions, and telephone.
  • Addressing customer business needs and technical issues through diligent research, reproduction, and troubleshooting while applying acquired knowledge.
  • Documenting all technical inquiries and developing review content for knowledge sharing for both internal purposes and customer-facing platforms.
  • Collaborating 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.
  • Capable of understanding the technical aspects of a complex system.
  • Strong technical troubleshooting skills and problem-solving with ability to think through situations outside the norm.
  • Excellent communication skills and a passion for providing world-class service.
  • Experience of directly supporting enterprise-level customers.
  • Ability and desire to learn products and technologies.
  • 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 2016/2019 Server.
  • Participate in on-call rotation basis in order to provide 24/7 support for the customers.
  • Nice to have CyberArk experience.
  • Proficiency in English both written and spoken.

Preferred Skills



  • 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.

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