Technical Support Engineer - Tier II at Varonis Systems
Portland, OR, US

The Technical Support Engineer will work with customers to resolve technical issues and provide training sessions regarding our proprietary software. 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Respond daily to customer inquiries in a timely manner.
  • Provide customers with timely resolution of technical issues.
  • Conduct remote sessions to assist customers with the troubleshooting and configuration of their internal technical environment.
  • Work with technical infrastructures to install/configure Exchange and Active Directory; troubleshoot Exchange server; building out Windows Server in new environments; setting up/configuring new domains.
  • Responsible for communicating/explaining technical issues with well-versed technical individuals.
  • May be required to run/write Linux scripts; ability to set up multiple command lines.
  • Ability to communicate in a high level technical setting with enterprise level organizations.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Bachelor’s Degree (B. A.) in Computer Science or Information Technology or equivalent from four-year college or technical school; 2-5 years’ experience as a system administrator/technical support representative; or equivalent combination of education and experience.

Computer Skills:

Knowledge in Microsoft environments (AD, Exchange, Windows servers), Networking (TCP/IP, routing, firewalls); databases (MSSQL preferred); web servers and applications; storage devices (NetApp, EMC)

Certificates and Licenses:

Pass 3 technical certifications- Architecture, GUI & Filers.  Minimum score required to pass is 80%.

Pass Shadowing certification after 5 weeks in the position.

Pass role playing certification.

Receiving the minimum required score on all 5 certifications is a condition of continued employment.

Preferred Microsoft certifications- MCSE, MCP.

.Supervisory Responsibilities:

This job has no supervisory responsibilities.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quite.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand; walk and sit.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

Analytical - Collects and researches data; Designs workflows and procedures; Identifies data relationships and dependencies; Synthesizes complex or diverse information; Uses intuition and experience to complement data.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Customer Service - Displays courtesy and sensitivity; Manages difficult or emotional customer situations; Meets commitments; Responds promptly to customer needs; Solicits customer feedback to improve service

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations

Written Communications - Edits work for spelling and grammar; Presents numerical data effectively

Varies writing style to meet needs; Writes clearly and informatively

Oral Communication - Demonstrates group presentation skills; Listens and gets clarification; Participates in meetings; Responds well to questions; Speaks clearly and persuasively

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.

The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.