ACS-Support Engineer-Security

• Intermediate knowledge of Operating System Principals (Windows, Linux, VMware)
• Strong troubleshooting/analytical skills (log parsing, deep-dive testing, etc)
• A strong understanding of Networking, Gateways, Firewalls, & Routing
• SSL Certificates
• VPN, OpenVPN, Authentication
• Network Protocols, TCP/IP, OSPF, RIP, DNS, VLAN Tagging/Trunking

Other responsibilities include:

• Diagnose and troubleshoot issues reported by IBM Cloud customers.
• Effectively communicate with customers and partners via phone, chat and case regarding technical issues.
• Document and track customer cases from start to finish ensuring customer expectations are properly managed and that technical issues are resolved to the customers satisfaction.
• Work with various internal teams, and management to diagnose and resolve critical issues.

Required Technical and Professional Expertise

• 2+ years experience working directly with customers.
• 2+ years experience working in the cloud computing industry with a focus around networking and/or security, and other infrastructure services.
• 2+ years experience troubleshooting complex issues using problem determination and best practices.

Preferred Technical and Professional Expertise

• Industry certifications related to network & security technologies such as CISSP, CEH, CCNA
• Experience with Cisco, Juniper/JunOS, Vyatta is a strong plus.
• Linux (CentOS/RedHat,Ubuntu/Debian) Troubleshooting