RSA- Technical Support Engineer TSE I (Netwitness)

Job Description

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Reviews technical solution articles for accuracy and completeness, and give feedback to the authors.
• Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.
• Understands and uses sphere of influence extending outside of the department.
• Participating in and leads conference calls with customers Knows their audience and articulate accordingly.
• Participates in e-Services content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database
• Validates technical information and issues early warning and disseminates information as needed.
• Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.
• Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.
• Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.
• Works toward becoming subject matter expert in a particular area or areas.
• Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs.
• Applies systems analysis techniques and procedures to determine hardware or software systems functionality.
• Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.
• Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues.
• Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate.
• Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
• Maintains a 'closed-loop' communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
• Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions.

Required Experience and Skills:

• Bachelors in Engineering (Communications/Networks or Computer Science)

• 0 to 2 years of relevant experience.

• Ability to work in EMEA & U.S Shift
• Customer Service skill.
• Troubleshooting skills.
• Interpersonal skills.
• Presentation skills.
• Technical Skills.

• Knowledge of Networking, Architecture & Administration.
• Basic knowledge of security fundamentals.

Below skills are a plus:

• Basic Linux Administration

• Active Directory / LDAP Knowledge

• Basic Windows Server Administration

• CCNA or equivalent

• Basic Security Methodology