This is an individual contributor position that will work as a member of the EMEA Support team, provide first / second level technical support to customers and partners, and ultimately drive complete resolution to each service request.
All customer interaction is done via phone, email, and web and warranted by customer response time commitments established by Bluecoat Technical Support.
Diagnose and solve software, hardware and networking issues
Create technical action plans for analyzing and resolving customer issues.
Provide technical assistance to internal and external customers and partners
Utilize case management tools and provide case monitoring, status updates, documentation and notifications to customers
Document all customer interactions and resolutions in the existing case management and knowledge based systems
Use available support tools to diagnose and resolve product and technical issues
Work with Systems Engineers and Engineering groups to resolve customer issues
EXPERIENCE AND EDUCATION REQUIREMENTS
Layer 2-4 focus on Ethernet, Fast Ethernet, IP Protocols, and applications
Application and routing protocol knowledge; TCPIP, routing,
NAT, DNS, DHCP, HTTP, MMS, RTSP, FTP, IM, Firewalls, QoS
Working knowledge of the inter-operation of remote access technologies : RADIUS,
LDAP, NTLM, firewalls, etc.
Working knowledge of Internet Services : Web Services, Media Servers, Proxy services, browser and media player operations.
Demonstrate strong technical troubleshooting methodologies
Must be a complete team player and work well in a team environment
Strong written and verbal communication skills
Ability and willingness to learn technologies quickly and proficiently
Good analytical problem solving skills
Strong organizational and customer service skills
2+ years experience working with customers in a fast-paced, hi tech, support related position or similar engineering role.
Bachelor's degree in Computer Science or equivalent experience in a related field a plus
CCNA and / or CCNP a plus