Technical Support Engineer role at Palo Alto Networks focusing on advanced - level support for Public Sector customers. Addressing complex technical issues and ensuring optimal security infrastructure.
About the role
- The Associate Production Support Analyst at Endpoint provides remote technical support for IRT systems, ensuring efficient customer service and troubleshooting for users in India.
Responsibilities
- Provide excellent customer service to end users of endpoint IRT systems
- Respond to all incoming queries (phone/email) in a timely fashion, ensuring that all requests are addressed
- Troubleshoot technical and non-technical issues using documentation, system configuration, and other resources
- Document all incoming queries in endpoint’s ticketing system
- Escalate to internal teams when issues cannot be resolved within the support team
- Reviews data change requests for clarity, completeness and impact
- Collaborates with Client Services and Customers as needed to ensure database updates are made in the spirit of the original request
- Executes SQL Data Scripts to view project data
- Participates in conference calls and/or meetings with internal teams
- Organize own workspace and deadlines to ensure timely completion of tasks
- This position will require weekend and holiday coverage
- Perform other duties as required
Requirements
- 1-2+ years’ experience in a user-facing role, with an emphasis on providing troubleshooting assistance and technical support via the phone &
- Ideal candidates should be adept communicators, able to provide guidance to non-technical users and ask questions that accurately and efficiently determine the customer’s
- A proven ability to understand technical concepts and learn very quickly, including experience with SQL
- Some experience in the life science industry preferred
- High-level of attention to detail with excellent organizational skills and ability to multi-task
- Strong interpersonal skills with the ability to work effectively with a wide variety of
- Previous experience working in a fast-paced, support-oriented environment
- Prior experience working with voice (IVR) web (IWR) and mobile (IMR) platforms is
- Ability to troubleshoot to determine the source of a customer issue using provided reference sources, data and other tools
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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