BlueCat Networks is looking for a dynamic, self-sufficient individual looking to start or develop a career in technical product support. The Technical Support Analyst works directly with customers on a daily basis to resolve technical product issues, and also acts a primary point of contact for questions about BlueCat's products. Working as part of the Customer Care team, the Technical Support Analyst is part of a worldclass team and organization that strives to ensure that Customers receive the answers and/or solutions required in an efficient and effective manner that meets or exceeds turnaround expectations. This position reports directly to the Manager, Technical Support.
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Duties & Responsibilities
Provide customers with electronic and telephone-based technical product support;
Configure and troubleshoot BlueCat's products, including Adonis (DNS/DHCP) and
Work in a 24/7 environment with the flexibility to work rotating shifts (shift patterns can fall within a range from 7:00am ET – 10:00pm ET as well as the potential for a night shift covering 11:00pm ET – 7:00am ET);
Track support case activity in an automated support portal;
Produce and publish customer-facing knowledgebase content;
Willingness to participate in the Support On-Call rotation.
Strong understanding of internet and network technologies such as DNS, DHCP, TCP/IP,
SMTP, SNMP, WINS, and FTP;
Hands on experience with ISC BIND and DHCPD;
Background or experience with networks in mixed OS environments including Linux,
Unix, Microsoft as well as supporting network gear such as Cisco, F5, Juniper and
Knowledge of Linux and Microsoft Windows operating systems;
Familiarity with Java, PostgreSQL, or JBoss is an asset.
Strong oral and written communication skills;
Ability to quickly learn new technologies;
Excellent problem solving and time management skills;
Ability to work under pressure and make sound decisions;
Education: university degree or college diploma in a computing-focused discipline;
Fluency in languages other than English (English/Spanish/German/ Various Asian Languages) would be considered an asset