Technical Support Analyst

Help Desk Analyst (Linux Level II Support) SUMMARY

Provides customers with full support, administration and deployment of encrypted email services. Responsible to interface with the customer contacts, answering technical questions regarding services and monitoring compliance with customer service level agreements.

EDUCATION and/or EXPERIENCE

• Experienced technical lead in rolling out applications corporate-wide impact. • Technical understanding and experience demonstrating specific knowledge of multiple technology areas, such as: o Linux commands o E-Mail Systems and administration o DNS Systems and administration o TCP/IP protocols and services o Firewalls, router and other network devices

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned from time-to-time.

• May be assigned to handle project related activities like software rollouts/product deployments or point of contact for specific customer. • Track progress on assigned projects and provide status reports and projections as needed. • Provides extended work hours, serving as on-call technical resource for user and or system problem escalations. • Assist with troubleshooting complex customer related issues. • Responsible for a high degree of customer satisfaction, as demonstrated with technical expertise, timeliness, integrity, availability and responsiveness. • May be involved in projects to improve engineering of products or services, often provides assistance to Quality Assurance Engineers in the test and coordination of bug fixes. • Communicates with programmers regarding bugs and follows-up to make sure fixes are received and tested. • Provides frequent prerelease engineering solutions and or supporting documentation assistance. • Ensures all customer communications via email/phone are professional, accurate, timely, and complete, including supporting documentation.

For consideration please email resume to gus.macias@rht.com

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