Senior IT Support Engineer

Fortanix is a dynamic start-up solving some of the world’s most demanding data protection challenges for companies and governments around the world. Our disruptive technology maintains data privacy across its entire lifecycle -- at rest, in motion, and in use across any enterprise IT infrastructure -- public cloud, on-premise, hybrid cloud, and SaaS.

With key strategic partners like Microsoft, Intel, ServiceNow, and Snowflake, Fortanix customers like PayPal, Google & Adidas are reaping the benefits. Recognized by Gartner as a “Cool Vendor”, Fortanix is revolutionizing cyber security.

Join the revolution!

We're seeking passionate people to work with us to change the very idea of how people use cloud computing. We take pride in making Fortanix a great place to work. Coworkers recognize that great ideas can come from anyone, and everyone is encouraged to jump in, contribute, and ask questions. In tackling the hardest problems, we believe that working together will produce better solutions.

Requirements

Job Responsibilities:

·        Address internal customer issues regarding hardware, software, and networking

·       Walk internal customers through installing applications and computer peripherals

·       Guide users with simple, step-by-step instructions

·       Conduct remote troubleshooting by asking targeted questions to diagnose problems

·       Test alternative pathways until you resolve an issue

·       Customize desktop applications to meet user needs

·       Record technical issues and solutions in logs and tickets

·       Direct unresolved issues to the next level of support personnel

·       Follow up with clients to ensure their systems are functional

·       Report customer feedback and potential product requests

·       Help create and maintain technical documentation and manuals

·       IT software and hardware inventory management and ordering

·       Diagnose, troubleshoot office LAN and Internet issues

·       Escalate and work with ISP and vendors for issues resolution

Requirements

·       Great Communications skills, founded in being a good listener

·       3-5 years of desktop technical support experience

·       Advanced knowledge of IT applications, desktop software and hardware

·       Experience in supporting applications on cloud platforms as well as on-premises on Windows/Linux/Mac platforms

·       Strong aptitude with troubleshooting and the ability to drive to root cause on a wide variety of issues

·       Flexibiliy to work on 24/7 rotational shift

·       Advanced understanding of support tools, techniques and how technology is used to provide services

·       A deep desire to deliver an amazing Client Experience and ability to keep up with & adapt to the fast-paced IT world

·       It will be an advantage to have Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.

Benefits

• Mediclaim Insurance – Employees and their eligible dependents including dental coverage
• Personal Accident Insurance
• Internet Reimbursement

Last updated on Jul 26, 2024