Add office photos
All Filters
4 eSentire Jobs
Support Center Analyst I
eSentire
posted 2d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
The successful candidate will be part of a growing team of skilled technical professionals, providing tier-1 support services. The candidate will be responsible for providing in-depth support for eSentire s MDR (Managed Detection and Response) offerings to our clients, ensuring the related products and services remain in a healthy operational state throughout the customer s partnership with eSentire. The candidate will work cross-functionally to escalate any issues to the appropriate teams when necessary. This role will report to the Manager, Support Center within our Support Operations organization.
Who You Are
You are a detail-oriented technical professional with a positive attitude and excellent customer communication skills, both verbal and written. You have an analytical approach to problem-solving in the most efficient manner and can provide technical support to clients of all levels. You are open to finding innovative solutions that meet both the customer s needs and those of our business.
What You Are Great At
You are a proactive self-starter who is comfortable interacting with stakeholders at various levels of the organization both internal and external and can take ownership of ensuring all work is completed thoroughly and accurately. You excel at communicating complex technical language and concepts with end customers of all levels. The successful candidate will demonstrate experience with networking concepts, Linux operating systems, command line operations and application support.
Responsibilities
A Support Center Analyst I will perform the following tasks:
- Handling customer enquiries and internal cases in our ticketing system, communicating directly with clients.
- Providing First Contact Resolution Phone Support. Handling inbound enquiries and resolving customer cases while on the phone as well as performing outbound escalations
- Support a range of eSentire MDR offerings including but not limited to Endpoint, Network and Cloud products/services
- Support and troubleshooting client inquiries/issues while:
- Identifying the underlying problem by analyzing the information/data related to the symptoms
- Documenting all troubleshooting steps and related results within our case and knowledge management systems
- Escalate issues that require Tier-2 support to the appropriate teams as necessary
- Liase with Vendor support teams
- Field inquiries from a variety of internal teams
- Utilize and maintain knowledge and process articles
Skills and Qualifications
- Bachelors degree in Computer Science, Information Technology or equivalent hands-on experience.
- Minimum of 2+ years of Information Technology experience in a Helpdesk or Technical Customer Support Role
- A passion for delivering exceptional customer service and a proven track record of resolving complex technical issues
- Good analytical and problem-solving skills with a focus on root cause analysis
Exposure to and experience with the following:
- Computer software and hardware support experience, including desktop computers, servers, laptops, network devices, and peripherals.
- Intermediate experience with Service Management / IT Helpdesk ticketing systems such as ServiceNow
- Enterprise application support technologies
- Solid understanding of networking fundaments; LAN, WAN, TCP/IP, Routers, Switches, Firewalls, SD-WAN, Traffic Mirroring
- Linux command line operation experience
- Demonstrated attention to detail and a continuous improvement mindset
- Ability to work in a fast-paced environment and manage multiple priorities
Nice to Have
Exposure to and experience with the following:
- Support of Endpoint security solutions such as Microsoft Defender, CrowdStrike, Carbon Black, and/or SentinelOne
- Enterprise software distribution tools such as SCCM, Endpoint Manager, Intune, GPO others
- IT Monitoring/Observability tools such as the SolarWinds Orion suite
Employment Type: Full Time, Permanent
Read full job descriptioneSentire Interview Questions & Tips
Prepare for eSentire Support Center Analyst roles with real interview advice
People are getting interviews at eSentire through
People are getting interviews through
(based on 2 eSentire interviews)
Job Portal
100%
Low
Confidence
?
Low Confidence means the data is based on a small number of responses received from the candidates.
What people at eSentire are saying
Support Center Analyst salary at eSentire
reported by
4
employees
with 2-6
years exp.
₹8.8
L/yr - ₹13.3
L/yr
19%
more
than the average Support Center Analyst Salary in India
View more details
What eSentire employees are saying about work life
based on 1 employee
Flexible timing
Monday to Friday
No travel
eSentire Benefits
View more benefits
Compare eSentire with
TCS
Compare
Accenture
Compare
Cognizant
Compare
Wipro
Compare
Capgemini
Compare
HDFC Bank
Compare
ICICI Bank
Compare
Infosys
Compare
HCLTech
Compare
Tech Mahindra
Compare
Genpact
Compare
Teleperformance
Compare
Concentrix Corporation
Compare
Axis Bank
Compare
Amazon
Compare
Jio
Compare
Reliance Retail
Compare
IBM
Compare
iEnergizer
Compare
HDB Financial Services
Compare
Share an Interview