Associate Technical Support Engineer — Highland Heights, OH

The Associate Technical Support Engineer ensures FvNz TUUdp 8yPHAB45eyFP derives maximum benefit from the sale of its products by providing customers with high quality Technical Support.

Responsibilities

• Advise customers how to configure and use FvNz TUUdp 8yPHAB45eyFP’ software products to satisfy their operational needs.

• Trouble-shoot and identify the cause of customer software product problems.

• Resolve customer problems, ensuring workarounds and software patches are made available in accordance with agreed service levels.

• Ensure all customer problems and queries are logged in FvNz TUUdp 8yPHAB45eyFP’ Helpdesk system, escalated where appropriate and tracked through to completion.

• Work closely with Software Development Teams on the resolution of customer problems.

• Engage with Sales and Pre-Sales Teams to facilitate successful Proof of Concept trials.

• Develop and maintain a full and current awareness of Entuity products.

• Maintain an awareness of IT technologies relevant to the operation of FvNz TUUdp 8yPHAB45eyFP’ products and services.

• Advise customers how to integrate Entuity software with corporate user authentication systems (e.g., Active Directory, LDAP, SAML, SSO).

• Advise customers how to customize Entuity software dashboards, reports, and exports.

• Develop and supply to customers customized rules and scripts using Groovy scripting language to change how Entuity Software processes alerts and forwards them to third-party software products.

• Develop and supply to customers customized configurations using Stormworks Statement language to change how Entuity Software collects and processes data.

• Issue customer licenses as required.

• Create and issue Device support software configurations and overrides to customers as required.

• Other duties as assigned.

Basic Qualifications

• Bachelor’s degree required in a Computer Networking or Software related discipline.

• A minimum of 1-3 years’ experience of MS Windows, Red Hat Linux and VMware.

• Knowledge of network technologies and device types (routers, switches, load balancers, etc.).

• Self-confident and resourceful with a positive attitude.

• Well organized and able to stay focused when under pressure.

• Enjoys problem solving and interaction with others.

• Good communication skills and a sense of humor.

Preferred Qualifications

• Network device vendor certifications (CCNA, JNCIA).

Travel

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