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Security On-Demand Support Technician Tier 2 (SLC, Utah) in Salt Lake City, Utah

Job Descriptions:

Is working for a company on cutting-edge cyber security, Artificial Intelligence, Machine Learning, and Big Data Analytics seem exciting to you? Do you want to work at a company where you can make a huge difference? If you are someone that wants to grow and learn new things, while helping to manage our customers’ requests and driving resolution in a fast-paced environment, then you may be the perfect candidate!

The Support Technician Tier 2 initiates the delivery of services to customers. The Support Technician Tier 2 is responsible for managing the day-to-day Service Desk activities to assure timely service delivery and customer support with a high degree of quality. This role entails adhering to policies and procedures designed to ensure repeatability of consistently high service performance and quality; monitors incident and request status, and receives customer feedback internally and externally to develop continual service improvement processes. You'll work to resolve internal and external customer ticket requests. You’ll be in the thick of the action by interacting with customers, identifying issues, resolving those issues, and escalating any issues you can’t solve. The Support Technician Tier 2will also implement tools, leverage knowledge bases all while learning and expanding your troubleshooting skills.

You will be a key contributor as you work with all aspects of our company from Security Operations to IT Operations. You will also have many opportunities to grow your knowledge and hone your technical skills as you learn to work with our varied security devices and learn how a log becomes an actionable alert. There are even career opportunities to grow your career into a cyber security position.

Security On-Demand (SOD) is the leading innovator in the industry for threat Management, Detection, and Response (MDR). Founded in 2001, Security On-Demand is an industry pioneer and recognized innovator within the managed security industry and has been recognized throughout the years for its industry thought leadership, services innovation, and technology leadership. Our company’s mission is to relentlessly protect our clients against cyber-security threats with trailblazing technology and a thriving team to achieve operational excellence, trusted partnerships, and exceptional service.

Required Experience:

An excellent background for this role would include experience in the areas of:

  • Two to three + years relevant experience with Service Desk with a technology focus.

  • Creating service tickets for customers using ServiceNow. ServiceNow experience a plus.

  • Managing the Service Desk ticket queue

  • Proven ability to think quickly and react appropriately to stressful situations

  • Basic server understanding of Linux and Windows operating environments

  • Procedure development

  • Good communication skills both written and verbal

  • Managing inventory and asset allocation

Keyword: Answering customer calls, Creating service tickets for customers, Managing the Service Desk ticket queue, Greeting customers, Handling shipping and receiving

From: Security On-Demand