Position: Tier2 Technical Support Engineer
Company: GeeksForLess Inc.
Category: Support
Experience required: 3y
English level: upper

**Duties and Responsibilities:**
Take ownership of customer issues that has been reported and see problems through to resolution
Troubleshoot and identify solutions to resolve customer issues
Provide prompt and accurate feedback to customers
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Ensure proper recording and closure of all issues
Document knowledge in the form of knowledge base tech notes and articles
Proactive Management for the customer’s issue
Strong focus on customer satisfaction

**Qualifications:**
Knowledge of Unix/Linux systems
Proven working experience in enterprise technical support, IT support or as a technical engineer
Experience in supporting security solutions, including knowledge and hands-on experience with network devices and network architectures (firewalls, routers, load balancers)
Advantage for experience with CISCO, Palo Alto, Checkpoint, Fortigate and other leading network security vendors
Experience in customer-facing environment, with direct interaction with customers
Strong problem-solving skills
Excellent written and verbal communication skills
Strong ability to independently debug, Self-sufficient and autonomous learning
Good team player
Flexibility to occasionally work outside of normal working hours