TAC Support Analyst (Overnight Shift) Job in Eden Prairie 55344, Minnesota US
About SecureConnect, Inc.
A leading Managed Security Services Provider (MSSP) in the United States, SecureConnect (formerly BHI Advanced Internet) is a thriving organization that has experienced double-digit revenue growth for the past five years. With national clients such as Culver’s, Wendy’s, Choice Hotels, Dairy Queen, and Taco John’s, SecureConnect focuses on providing PCI compliance and network security solutions to franchisors and their franchisees in the multi-site retail industry.
The company has been nationally recognized for its success as it was named on the 2011 Inc. 5000 list as one of the country’s fastest growing companies. In addition, SecureConnect has established itself locally, ranking as one of the 50 fastest-growing private companies in Minnesota by the Minneapolis-St. Paul Business Journal and named by the Star Tribune as one of the top 100 places to work. If you’re looking for a fast-paced career, working with an outstanding team and cutting-edge technology, we urge you to read on.
Job Description:
The Technical Support Analyst will provide high quality and timely incident response and customer support services for our SecureConnect Managed Security Services (MSS) business. The ideal candidate will have a customer service background, a basic understanding of networking, a strong desire to grow in the area of Information Security, and an ability to investigate, understand, and explain technical aspects of compliance requirements to technical and non-technical individuals. In addition to possessing technical knowledge, a Technical Support Analyst interacts extensively with customers and partners using polite professional etiquette.
Technical Support Analysts perform the following duties:
- Respond to incidents identified by monitoring systems including security events, managed hardware faults, connectivity outages, and managed application alerts.
- Analyze monitoring data to determine root cause and resolve incidents.
- Interface with a variety of customers in a polite, positive, and professional manner.
- Respond to the needs and questions of customers concerning their compliance requirements.
- Troubleshoot technical issues ranging from basic computer anomalies to firewall routing and configuration challenges.
- Take responsibility for customer satisfaction through fanatical customer service.
- Respond in a timely manner (within documented SLAs) to clients and internal colleagues.
- Document actions in tickets to effectively communicate information internally and to customers.
- Resolve problems independently; understand and follow escalation procedures.
Skills Knowledge Requirements:
Must have basic knowledge / exposure in several of the following:
- Customer Service.
- Information security.
- Network security architecture and design.
- Routers and access control devices.
- TCP/IP networking.
- Network security products and appliances (Fortinet / Juniper / NetScreen / Cisco / 3Com).
Strongly Desired Experience:
- Excellent customer service skills; Technical Call Center experience is preferred.
- Excellent analytical thinking and problem solving skills.
- Ability to clearly communicate technical issues in a short and concise manner, often to clients and colleagues who are not trained in security.
- Strong verbal (phone) and written (e-mail) communication skills.
- Deadline and detail oriented.
- Highly motivated and team oriented.
- Research, troubleshoot and resolve incidents independently.
Required:
- U.S. Citizenship is required.
- English: Fluent
Preferred:
- 2 or more years of information technology, security, or networking experience.
- Technical Diploma.
- Certified in Security related Industry, Vendor or Professional Certification.
- Spanish language is a plus.
The shift currently available is:
Saturday-Monday 11pm to 11am and every other Tuesday.
Please apply on our website:
http://secureconnect.iapplicants.com
