L1 Technical Support Engineer - US

EfficientIP Inc.; West Chester (Chester County); On-site; USD 45,000 - 65,000; Full time

Job summary

EfficientIP is seeking a Level 1 Support Engineer to qualify issues, gather information, and define first diagnoses. You will resolve or escalate problems and may receive assistance from the Development team.

Designing and evaluating action plans in test environments to implement the best solution may be required. We value customer-service experience and the ability to clearly communicate with customers via email or phone.

Qualifications

• 1–2 years work experience with DNS, DHCP, IPAM, TCP/IP network architectures, HTTP/HTTPS and other Internet protocols.
• Must be located in West Chester.
• Experience in customer service via email and/or phone and ability to communicate clearly.

Responsibilities

• Qualify issues and gather information to start investigations and define a first diagnosis.
• Work to resolve the problem independently or escalate to the next support level.
• Collaborate with Development to assist when needed.
• Design and evaluate multiple action plans in test environments and implement the best solution.

Skills

Technical Support

Network Support

Systems Administration

Help Desk

Configuration Management

Customer service

Education

Degree in Computer Science and Telecommunication or similar

Tools

DNS

DHCP

IPAM

BIND

Active Directory

Unix/Linux

HTTP/HTTPS

Job description

Software, SaaS / Cloud Services, Cybersecurity

Degree in Computer Science and Telecommunication or similar

EfficientIP is a fast growing network automation and security company, specializing in DDI (DNS, DHCP, IP Address Management). Our Smart DDI approach offers enterprises and service providers a unique appliance‑based solution to intelligently simplify and automate design, deployment and management of their critical network infrastructure.

Through patented technology, our 360º solution suite secures DNS services to safeguard sensitive data and ensure application access. Companies in all sectors rely on our offerings to face the challenges of key IT initiatives such as cloud, IoT, 5G, and mobility.

Description

What will you do?

As a Level 1 Support Engineer, you will have to qualify the issue, gather the required information to start investigation and define a first diagnosis. You will work to solve the problem on your own, or escalate the issue to the next support level. If needed, you will receive assistance from the Development team.

Designing and developing one or more courses of action, evaluating each of these courses in a test case environment and implementing the best solution to the problem can be required.

Customer service experience :

• Proven ability to clearly and effectively interact and communicate with customers in a friendly and personable manner via email and/or phone.
• Research, resolve, and respond to customer questions and call‑backs in a timely manner and in accordance with established standards, policies, procedures and service level agreements.
• Acquire and maintain current knowledge of product offerings and support policies to provide technically accurate solutions to customers.
• When needed, elevate issues to appropriate individuals based on established guidelines and procedures.
• Ability to exercise judgment using procedures and practices to determine the appropriate course of action.

Your key success factors :

Experience or skills in the following areas is desired:

• Technical Support, Network Support, Systems Administration, Help Desk or Configuration Management and enjoy dealing with Customers.
• 1-2 years work experience with DNS, DHCP, IPAM, TCP/IP network architectures, HTTP/HTTPS and other Internet protocols.
• Must be located in West Chester.

Technical Skills :

• Experience with TCP/IP network architectures on various platforms (Unix, Linux, Windows, etc.) and how those platforms interoperate with DNS and DHCP. Knowledge of Unix systems is very welcomed.
• Familiarity with IP Address Management (IPAM) and Microsoft Active Directory desired.
• Understanding of public DNS design principles, DNS platforms such as BIND and the DNS protocol itself.
• General understanding of HTTP/HTTPS and other Internet protocols including their performance characteristics.

Education

Degree in Computer Science and Telecommunication or similar

Working conditions

We offer a great opportunity to grow with our company, in a rapidly advancing and strongly innovative environment. At EfficientIP, we fully believe in congeniality in the workplace and in our relationships with our customers, partners and colleagues. We ensure a positive work environment that is encouraging, enthusiastic and motivating to our team. This approach breaks down barriers in order to stimulate our Company’s ambition of constant overachievement.

To apply, please send your cv and cover letter to [e-mail]

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