Associate MSS TAC Engineer | Hybrid, Leawood, KS at Optiv

Optiv is a market-leading provider of cyber security solutions with a rich and successful history of serving more than 12,000 clients. The company is committed to championing Diversity, Equality, and Inclusion through its Affinity groups and offers work/life balance, professional training resources, creative problem-solving, and volunteer opportunities. As an Associate MSS TAC Engineer at Optiv, you will provide frontline maintenance, remote support, and appliance/OS management to customers in a 24x7x365 TAC environment. You will troubleshoot technical issues, facilitate customer communication, and play a crucial part in helping to keep overall Optiv/client relationships successful. We are looking for candidates with a minimum of Associates Degree in Information Technology or related area of study, along with related experience and/or training in a technology environment. A passion for information, network, and data security, as well as shift flexibility and demonstrated experience in a customer-focused satisfaction environment, are essential for this role. Responsibilities: - Troubleshoot technical issues over the phone and via secure screen share. - Host troubleshooting conference calls bridging multiple individuals from vendors, clients, third parties, etc. - Responsible for initial triage of incoming client issues. - Facilitate customer communication over the phone and email via a ticketing system. - Document actions in ticketing systems to effectively communicate information to both internal resources and external customers. - Respond in a timely manner (with published SLA) to incidents and support requests. - Perform basic troubleshooting to diagnose common Network problems using fundamental TCP/IP network skills. - Assist engineering staff with lab systems configuration. - Update open ticket status for engineers and other technicians within the ticketing system.

Associate MSS TAC Engineer | Hybrid, Leawood, KS

Responsibilities

Skills wanted:

Language(s) required:

About Optiv:

mission:

www.optiv.com/

Admin access needed