Archer Technical Support Engineer 1

5 days ago

مصر, Egypt RSA Full time

**Archer Technical Support Engineer 1**

**Principal Accountabilities**:

- Applies technical support expertise to resolve customer issues.
- Identifies and provides resolutions to technical problems.
- Works closely with peers and internal SMEs to increase knowledge and resolve customer issues.
- Uses trouble-shooting tools, content and analytical practices to help determine best way to resolve identified and unidentified problems.

**Principal Responsibilities**:

- After training/learning period, manages own schedule of cases, which includes determining priority levels and sometimes will include negotiating and setting expectations with customers.
- Applies technical knowledge to analyze and use highly technical troubleshooting tools, content, and analytical practices; uses operational and diagnostic procedures to resolve issues in unique and sometimes complex customer environments.
- As a 24X7X365 organization, shift work, holidays, weekends, and on-call responsibilities may be required.
- As appropriate, determines which tool(s) to use to resolve issues including running tests. Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Interfaces directly with customers.
- Validates technical information and issues early warning and disseminates information as needed.
- Maintains a closed loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status".
- May need to engage or escalate to more senior resources to resolve more complex issues. Participate in eService content creation (self-service) such as Chat, and Support forums. Responsible for sharing acquired knowledge concerning problem resolution with others to be used in future problem resolution.

**Skills**:

- Ability to work independently.
- Customer focused Exhibits confident behavior.
- Knowledge of job associated database/software/documentation.
- Ability to work in a high-pressure environment.
- Problem solving skills.
- Time management skills.
- Troubleshooting skills

**Education & Experience**:

- Typically requires less than 2 years of related experience in a professional role with a Bachelor's degree; or equivalent experience
- RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law. _

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