Technical Support (Druga Smena) [16h-00h]

BlueCat provides a suite of solutions that help network, security, applications, and cloud and DevOps teams optimize the IP environment for outcomes that drive your business forward.

At BlueCat, we take immense pride in our award-winning culture, an integral part of our identity. We are proud recipients of several prestigious accolades, including the "Great Place to Work" certification. By becoming a part of our team, you not only join a company at the forefront of technology but also become an integral member of Canada's top workplaces in various categories, including Technology, Today's Youth and Women, and Mental Health and Inclusion.

Overview: First line of support for customers facing technical issues with network monitoring and analysis. Responsibilities· Mange Cases: Log all customer interactions and technical steps taken in SFDC.· ID Issues: Determine nature of the problem, ask clarifying questions and leveraging diagnostic tools.· Resolve Issues: Resolve common issues using KB articles, prior training, and testing in lab.· Create Tickets: If necessary, enter bugs and feature suggestions with supporting information.· Manage Escalation: Escalate unsolved issues to Tier 3 support with prerequisite information.· Communicate Continuously: Keep internal stakeholders and customers informed on issues.· Collect Feedback: Ensure feedback is documented and radiated to proper personnel.· Document: Add or updated KB articles to ensure we are improving efficiency. Qualifications:· BS degree in science or equivalent work experience.· 2 or more years previous experience in a technical support role.· Basic understanding of servers, networks, routers, and switches.· Knowledge of NetFlow, SNMP, Routing, LAN, IP SLA, QoS, SSH, and Telnet.· Ability to use diagnostic network issues using common debugging tools.· Basic understanding of security, virtualization, DBs, and Rest APIs.· Basic knowledge of operating systems (Windows and Linux).· Self-starter and detailed oriented. Nice to have· Experience with Cloud AWS, Azure, and GCP· CCNA or equivalent certification