L1 Technical Support Specialist

L1 Technical Support Specialist at Timus Networks

Our How and Why:

In a world where technology constantly evolves, every organization and individual is driven by a core purpose. Despite the vast potential AI holds, its true intelligence remains largely untapped, confined by conventional strategies that fail to break through complexity. At Timus Networks, we commit to challenging the status quo, turning AI into Actual Intelligence to solve technology’s biggest problems and redefine what's possible. We are on a mission to foster a safer digital ecosystem where businesses can stay productive and protected, wherever their employees might work from. Timus goes to market only through its MSP partners and strives for long-term partnerships for mutual growth. We partner with MSPs to protect their clients' networks and sensitive data with a network security platform built for the cloud-era, combining zero-trust secure remote access with an adaptive cloud firewall.

As an L1 Technical Support Specialist, you will be the first point of contact for our MSP partners, providing essential support and troubleshooting for our network security platform. We are looking for someone who possesses excellent communication skills and is eager to learn and grow within our dynamic environment.

Roles & Responsibilities

• Provide First-Level Technical Support: Assist MSP partners and end customers with basic network security issues and escalate more complex problems as necessary.
• Troubleshoot and Resolve Issues: Address issues related to cloud-based and endpoint security products (macOS, Windows, iOS, Android).
• Respond to Support Requests: Manage support tickets, phone calls, Slack messages, and remote sessions.
• Document Support Actions: Capture detailed issue information in the ticketing system and maintain comprehensive documentation of support actions and resolutions.
• Develop Knowledge Base Articles: Contribute to the development and updating of knowledge base articles and training materials.
• Stay Current on Cybersecurity: Stay informed about the latest cybersecurity threats and best practices.
• Track and Report KPIs: Monitor and report on key performance indicators (KPIs) related to support activities.

Adaptive Skills

• Efficient Planning & Prioritization: Manages time effectively, prioritizing support tasks to ensure critical issues are addressed promptly.
• Organized Execution & Calm Problem-Solving: Handles multiple support requests simultaneously, maintaining composure and delivering solutions under pressure.
• Effective Communication & Stakeholder Engagement: Communicates clearly and effectively with MSP partners and internal teams, ensuring all stakeholders are informed and engaged.
• Resource Management & Delegation: Utilizes available resources efficiently, escalating tasks as necessary to ensure successful support outcomes.
• Informed Decision-Making & Commitment: Demonstrates a strong focus on resolving technical issues while maintaining commitment to high standards of service.

Qualifications

• Minimum of 1 year of experience in technical support or customer service.
• Basic knowledge of network security solutions and cloud technologies.
• Bachelor’s degree in IT, Computer Science, or a related field (or equivalent work experience).

Preferred Skills

• Experience with network protocols including FTP/SFTP, SMTP, and SNMP.
• Knowledge base development and training creation experience.
• Industry certifications (e.g., CompTIA Security+, CCNA) are preferred.

Transform Your Career at Timus Networks

Embark on a transformative journey with Timus Networks, where our commitment to fostering a safer digital ecosystem drives us to redefine conventional technology solutions. At Timus Networks, you will have the opportunity to contribute to a network security platform that integrates zero-trust secure remote access with an adaptive cloud firewall. Our culture is defined by fearless innovation, dynamic synergy, relentless excellence, an adaptive mindset, and a balance between professional success and personal well-being. Join us to play a pivotal role in protecting businesses and enhancing productivity across diverse work environments.

Why Timus Networks is Your Next Chapter:

At the core of Timus Networks are our values: “Fearless Innovation,” “Dynamic Synergy,” “Relentless Excellence,” “Adaptive Mindset,” and “Living Life.” These ideals are the foundation of our culture, influencing each endeavor and collaboration. If you're inspired to make a substantive impact, consider this your invitation to join a path of purpose and innovation.

Benefits at Timus Networks:

• Comprehensive Healthcare: Medical, Dental, and Vision plans for you and your family.
• Life Insurance: Basic, Voluntary, and AD&D coverage for peace of mind.
• Paid Time Off: Vacation, sick days, and public holidays to recharge and relax.
• Professional Development: Continuous learning and growth opportunities.

Equal Opportunity Employer:

Timus Networks proudly fosters a diverse environment and is an equal opportunity employer. We celebrate diversity and strive for an inclusive workplace where all employees feel valued. We welcome applicants from all backgrounds without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.