p>We Are Looking For: Candidate with a minimum 3 plus years of experience in a technical support or system administration role in a networking/security company or equivalent education Bachelor's degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirable Deep working knowledge of operating systems - Windows, OSX, Unix/Linux Strong understanding of TCP/IP, routing protocols, L2/L3 switching Experience with security products - firewalls, IDS/IPS, VPN, virus scanning Strong troubleshooting and problem-solving skills Past experience using AI tools to help the effectiveness of day-to-day activities Previous call center experience, preferably supporting data networking products and/or security products is desirable A working understanding of knowledge management principles in daily workflow; KCS framework experience is an added advantage Ability to work in the office 4 days a week Possibility of an on-call rotation Strong communication skills, both written and verbal. Consultation of technical documentation, bulletins, and release notes for known problems Reproduction of customer environments on lab equipment; work to isolate and solve problems; recommend potential new solutions Follow up on technical cases including proper escalation and management of the case until case closure Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation.