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Senior Technical Support Engineer
Summary
This position will be a key member of the Technical Support team. The ability to isolate, troubleshoot, and debug complex deployment and product issues a must. Experience in network oriented software products; packet sniffers, firewalls, switches, routers, and other information security products are required. Excellent verbal and written communication skills and be comfortable interfacing with customers.
Responsibilities
- Support our customers and prospects with their technical issues.
- Handle incoming customer support calls and emails, perform data acquisition and advanced level problem solving.
- Facilitate communication between the support team and the customer and update the customer support case database accordingly.
- Contribute to the knowledgebase when information or solutions become apparent.
- Escalate issues as required to the Engineering for resolution.
Requirements
- BS Technical Discipline or related work experience
- 5+ years of directly related external customer support work experience in a software technical support organization
- Demonstrable ability to isolate and identify problems
- Experience in network oriented software and hardware products
- Solid understanding of Windows system and Linux and network administration including Active Directory, LDAP, local and group policies, and deployment
- Experience with DNS and SOCKS 5 Proxy
- Experience with Instant Messaging (IM) and Peer to Peer (P2P) applications
- Experience with Microsoft Live Communication Server (LCS) / Microsoft Office Communication Server (OCS) and Microsoft Internet Security and Acceleration (ISA) preferred
- Visual Basic and Microsoft SQL server/T-SQL preferred
Compensation & Benefits:
Akonix Systems, Inc. is proud that we are able to offer an excellent compensation and benefits package to employees, which is rated as one of the best in our industry! Our regular full and part-time employees enjoy Pre-IPO Stock Options, Aetna PPO and HMO medical plans, Aetna PPO and DMO dental plans, a VSP sponsored vision plan, health care and dependent care flexible spending plans, employee assistance and counseling program, a 401K plan that offers numerous investment alternatives, 15 PTO days and 9 paid holidays your first year, health club membership discounts and reimbursements and a fully stocked employee kitchen! Our beautiful downtown San Diego location has amazing 360-degree views of San Diego, easy access to all transportation methods (Airport, Freeway, MTS, Trains, etc…), close proximity to shopping and the exciting Gaslamp Quarter and Petco Park.
To Apply
Please reference Senior Technical Support Engineer, in the subject line and email your resume in MS Word or PDF format to hr@akonix.com.
Akonix is proud to be an Equal Opportunity Employer.
Akonix is the instant messaging (IM) security and management pioneer, enabling Global 1000 companies to deploy productive, enterprise-wide IM that is secure, compliant and managed.
Global users across hundreds of organizations in the Financial Services, Telecommunications, Energy, Technology, Healthcare and Entertainment industries use Akonix solutions. Akonix's award-winning products provide the industry's only automatically updated protection to block real-time viruses for both enterprise and public IM systems. Akonix has certified partnerships with all leading IM and presence providers, including America Online(R), Microsoft, Yahoo!, Reuters, IBM, Parlano and Bloomberg. Akonix is the preferred IM management solution of some of the world's largest companies, including Cingular Wireless, EMC and ING.
Our team is made up of high-energy, entrepreneurial leaders who share a desire to deliver great products that make a difference to our customers. We work hard, we like to win and we approach our work with enthusiasm every day. Come join our team!
