Based in Houston, TX, Alert Logic is searching for a bright and motivated Linux Service Desk Agent to join our team in the Galleria area of Houston, TX. The successful candidate will be equipped to take ownership of independent tasks and work in a fast paced agile environment with minimal supervision. In this critical support role, you will work closely with all other departments in order to effectively resolve incidents, answer requests and route and escalate tickets throughout the organization and will play a critical role in our customer’s satisfaction.
Alert Logic is a leading provider of on-demand compliance and security solutions. Our threat, log and IT compliance management solutions run as a Software-as-a-Service, and are cost-effective, easily deployed, and easily maintained. Customers can protect their networks and comply with policies and regulations with no maintenance needed on their part as services are delivered “in-cloud”, without the need to work onsite to deploy, configure, tune, maintain or upgrade. We pride ourselves on offering efficient, no-hassle, reliable network security and compliance solutions and continually exceeding customer expectations.
What your day will include:
Serve as the single Point of Contact for all Service Delivery support issues via telephone
Fully document customer and user incidents and requests
Stay current on Alert Logic’s products and services in order to resolve incidents
Work with other departments to communicate customer issues
Issue requests on the customer’s behalf and track progress
Provide users with configuration assistance
Assist customers with web interface configuration
Communicate with customers the status of their request
Must have flexible working hours to accommodate a 24X7 environment
3 years of technical support experience
In-depth knowledge of Windows OS
User level experience with Linux OS is required. Candidates must have experience in a Linux environment, including knowledge of basic Linux commands.
Good understanding of networking
Strong problem-solving skills
Strong 2-way communication and customer service skills
Strong English-language written and spoken capably
Able to touch-type
Understanding of syslog
Understanding of Windows logging
Detailed experience in Salesforce.com or other Incident management systems
Firm grasp of networking security concepts
CCNA, MTA, MCTS, ITIL Foundations
Alert Logic offers an exceptional company culture with a group that works hard and has fun. We are looking for someone with a passion for technology, a drive for continual learning and the love of solving problems.