Technical Support Specialist

Customer Experience Vancouver, British Columbia

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Description

The Technical Support Specialist resolves customer technical issues in a timely and effective fashion for Absolute’s corporate products using strong customer service and technical skills. As such, technical aptitude, empathy, and ability manage multiple concurrent issues are crucial.

We operate a follow-the-sun support model with our other support centers and some working hour’s flexibility is required – including periodic on-call requirements - but there are no swing shifts, or night shifts in the normal rotation.

You will be joining a team of accomplished support professionals that are respected across the organization for the value they bring to our customers and to the Absolute business.

What You'll Need:

  • Excellent technical troubleshooting and issue documentation skills
  • Strong working knowledge of various Operating Systems, including installation, configuration, and authentication methods; (Windows, Linux, iOS, macOS, and Android)
  • Good understanding of IT security concepts
  • Good understanding of software deployment and disk imaging solutions
  • Strong knowledge of firewalls, anti-virus and encryption products
  • Proficiency with IP networking concepts and protocols:
  • LAN / WAN networking concepts including IP, TCP, UDP, ICMP, routing, and firewalls.
  • LAN / WAN equipment installation, configuration, and troubleshooting.
  • Understanding of patching and vulnerability scanning solutions
  • Experience writing and using basic database queries
  • Experience with one or more CRM or ticket tracking systems
  • Outstanding customer service skills - effectively communicate in both verbal and written English (additional language skills always welcome)
  • Initiative, tenacity, and a real desire to help and support customers
  • A proactive mindset to go beyond basic case work
  • Ability to prioritize and manage a high workload within a fast-paced environment
  • Able to work independently whilst also contributing to the team
  • Ability to work fully remote, or in an office setting
  • 2+ years in a similar or complimentary role

Preferred Skills & Qualifications:

  • Hands-on experience with network protocol analyzers (NetMon, Wireshark, etc.).
  • Understanding of virtualization software; (VMWare, Nutanix, etc.)
  • Scripting (PowerShell and/or Bash)
  • Database (SQL and/or MongoDB)
  • Experience with ServiceNow, SIEM tools, API, SSO
  • Industry Qualifications: Microsoft, Linux, Cisco, CompTia, etc.
The base pay range for this position is from $55,000 - $65,000; the base pay offered is determined by the market location and may vary depending on job-related knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our annual bonus program.
Why Work For Us:
You’re resilient and passionate about securing the Work from Anywhere era.
So are we.      
      
We’re in search of the best and the brightest – everyone from innovators, sellers and marketers to financers, operators and especially customer relationship managers – we’re looking for top tier talent to help us shape the next decade of security, drive innovation that enables customers with truly disruptive solutions and are dedicated to making a meaningful difference.      
Headquartered in Seattle, Washington with international offices in Vancouver - BC, Austin - TX, Boulder - CO, Ankeny – IA, Reading - UK and Ho Chi Minh City – Vietnam, Absolute Security accelerates customers’ shift to work-from-anywhere through the industry’s first self-healing Zero Trust platform, ensuring maximum security and uncompromised productivity. Only Absolute is embedded in more than half a billion devices, offering a permanent digital connection that intelligently and dynamically applies visibility, control and self-healing capabilities to endpoints, applications, and network access to ensure their cyber resilience tailored for distributed workforces.      
      
Our vision is to be the world’s most trusted security company – and to empower end users to connect securely and from anywhere, to all the applications they need to collaborate and get their work done, without interruptions and with an optimal network experience. Absolute currently serves approximately 16,000 customers with more than 13 million activated endpoints globally. G2 recognized Absolute as a Leader in the Winter 2022 Endpoint Management and Zero Trust Networking Grid Reports, reflecting our continued customer satisfaction across product lines. To learn more about Absolute, visit our website at www.absolute.com or visit our YouTube channel

Absolute Security Inc. is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you need assistance or an accommodation due to a disability, you may contact us at [email protected]

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