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Cmasseau
2013-04-26, 13:58
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Senior Technician - Technical Support at The Herjavec Group in Ottawa, Canada Area - Job | LinkedIn (http://www.linkedin.com/jobs?viewJob=&jobId=5443256&srchIndex=0&trk=njsrch_hits&goback=.fjs_herjavec+group_*1_*1_I_ca_k0a1t0_50_1_ R_true_*1_*2_*2_*2_*2_*2_*2_*2_*2)



Desired Skills & Experience

Job Duties

Provide a high level of service and Checkpoint expertise to assist with the management of managed Clients
Provide direct one-on-one technical support and problem resolution via telephone, e-mail, and other vehicles of communication.
Recognize and provide assistance with deeper and more complex issues to Tier 1 support technicians.
Provide customer education where needed due to gaps in networking, product knowledge.
Reproduction of customer environments on lab equipment
Follow up on technical cases including proper escalation and management of cases until case closure.
Assist with creating and documenting processes and procedures where necessary to improve quality and efficiency of team
Always maintain a high degree of professionalism, courteousness, and friendliness.

Requirements

High school diploma or equivalent, with a college or university degree preferred, or an acceptable combination of education and relevant experience.
5-10 Years’ experience with Checkpoint in a senior support or TAM role
5-10 years of direct work experience in a help desk support capacity.
CCSA, CCSE certifications preferred
CCNA Certifications an asset
Knowledge of Palo Alto and Fortinet technologies an asset
Strong troubleshooting and problem solving skill
Excellent written, oral, and telephone communication skills.
Able to communicate in user-friendly language.
Exceptional multi-tasking abilities and prioritization skills.
Strong customer service mindset.
Excellent written communication skills with the ability to write reports that clearly articulate solutions
Team player and able to work under pressure.
Bilingual English and French – spoken and written an asset