Support Analyst - Cybersecurity
HelpSystems LLC

Job Info

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RELAXED WORK ENVIRONMENT, DEDICATED TEAM, & GROWING COMPANY

Support Analyst - Cybersecurity

What You'll Do:

HelpSystems is looking for a Support Analyst to help support our cybersecurity software platforms. This position is responsible for providing world-class support to existing and potential customers. That includes responding to client inquiries ranging from basic questions about technology, to troubleshooting complex problems related to our products or connectivity issues. Technical aptitude, strong problem-solving abilities, and exceptional customer relationship skills are critical to success in this position.

 KEY DUTIES

·         Provide triage support for several products in the HelpSystems portfolio to eliminate wait time and provide the best customer experience possible.

·         Take ownership of each customer request and manage their expectations to ensure timely resolution.

·         Listen to customer concerns to determine the source and various components of the issue.

·         Collect and review system data and analyze for known issues.

·         Collaborate with team members on problem identification, analysis, and resolution.

·         Act as a face of the company to customers and represent its products in a professional manner.

·         Consult with customers to facilitate changes for best practices.

·         Work with management and team to inform them of customer issues requiring special attention.

·         Conduct product demonstrations with customers and assist in presenting in training sessions.

BASIC QUALIFICATIONS

·         Bachelor's degree in a technical field is preferred. Equivalent work experience is considered.

·         Ability to investigate the quality of a network environment and troubleshoot networking issues (e.g. via ping, traceroute, dig, nslookup, etc.) to assist in resolving customer environment issues.

·         Strong technical background including Windows and Linux operating systems.

·         Account provisioning and password, identity and access management domain knowledge.

·         Exposure to network devices and functions such as, Network Interface Cards, serial port console connections, iLO (integrated lights out), etc.  

·         Understanding of basic web operations and protocols (HTTP/HTTPS, CISS, TLS/SSL, web servers, can read HTML). 

·         Experience with light shell scripting a plus.

·         Previous software support experience preferred; proprietary software support experience preferred.

·         Strong problem solving and communication skills (especially over phone and email).

·         Strong collaborator with ability to work within a team setting.

·         Ability to work successfully with customers to provide problem resolution and complete required documentation.

 

Ability to work successfully with customers to provide problem resolution and complete required documentation. As a seven-time Star Tribune Top Workplace we are dedicated to making our employees happy by offering great benefits, fun company culture, and transparency from our leadership team. When working at HelpSystems you will have the opportunity for an upbeat office environment with A LOT of perks, such as professional development, equity program, employee recognition programs, and more! 

Check out our website to learn more about HelpSystems and apply by visiting our Careers page. We encourage you to check out our Glassdoor page as well….

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status. 

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