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Technical Support Analyst

Location:
San Diego, CA 
Area Code:
858 
Telecommute:
no 
Travel Required:
none 
Skills:
Technical Support 
Pay Rate:
negotiable 
Tax Term:
FULLTIME 
Length:
 
Date Posted:
5-20-2013 
Position ID:
110-W01-10-xxx 
Dice ID:
websense 
Description

Websense, Inc. (NASDAQ: WBSN), a global leader in integrated Web, data and email security solutions, provides Essential Information Protection* for more than 44 million employees at organizations worldwide. Distributed through its global network of channel partners, Websense software and hosted security solutions help organizations block malicious code, prevent the loss of confidential information and enforce Internet use and security policies. For more information, visit www.websense.com.

Job Summary
*
The Technical Support Analyst is our first line of support to Websense clients for our Triton family of security solutions and select third-party hardware and software. Technical representatives communicate with customers primarily by phone, and occasionally by email and/or online chat. Representatives also proactively reach out to a certain number of customers quarterly as part of our Health Check Program. All support cases are documented for in our Customer Relationship Management (CRM) database, and new cases are assigned and tracked in the same.
*
Essential Functions

  • Provide first level (Tier 1) technical support and excellent customer service via phone and email to Websense Customers
  • Diagnose reported problems or configuration issues and recommend possible solutions
  • Follow issues through to resolution or escalate if no resolution can be found
  • Document all technical inquiries and customer-reported problems in the customer tracking database, including the nature of the inquiry and the recommended resolution
  • Routinely reach out to existing customers and perform proactive analyses of customer environments to identify potential issues as part of our Health Check program
  • Contribute potential technical workarounds or resolutions via interaction in technical discussions and via knowledge base documentation
  • Contribute to review and improvement of company policies and procedures regarding customer handling processes, service entitlement verification, customer registration and problem escalation
  • Perform other duties and projects as assigned*
Education and Experience

  • Bachelor's degree in Information Systems, Computer Science, or equivalent experience
  • Strong ability to diagnose and troubleshoot complex systems level technical configuration issues.
  • Strong understanding and experience with configuration and administration of Windows Server Operating System 2003/2008/2008R2
  • Strong understanding and/or experience with Active Directory or other directory services such as OpenLDAP, Novell eDirectory, Sun One or iPlanet
  • General understanding and knowledge of how data travels through a network including TCP/IP and related protocols
  • General understanding and/or experience in Proxy Servers including Websense, Microsoft Proxy Server, Blue Coat or other similar proxy deployments
  • Advanced skills or specialty in any of the following:
o*** Email messaging including a strong understanding of SMTP and in depth experience with Microsoft Exchange, SendMail or Lotus Domino
o*** Network Engineering, including experience with Routers, Switches, and/or Firewalls as well as solid experience with routing protocols, IP addressing (Subnetting) and general LAN/WAN principles
o*** Network, Web, Email or Data Security products that compete with Websense product offerings


Soft Skills

  • Commitment to providing exceptional customer service and providing measurable results that demonstrate quality customer care
  • Professional and effective communications skills * both verbal and written.* Ability to effectively interact and maintain professionalism with customers at all levels via phone and email.
  • Ability to multi-task, prioritize and organize multiple projects/tasks concurrently while meeting required deadlines.
  • Strong cognitive skills including analysis, problem-solving, attention to detail with ability to resolve basic and complex technical problems and handle customer requests.
  • Ability to work independently and as part of a team in a customer-driven, fast-paced environment.
Preferred Skills and Background

  • CCNA certification *desired but not required
  • Experience in Linux distributions including RedHat, CentOS or similar Unix flavors such as Solaris is highly desired
  • Experience writing basic SQL queries is a plus
  • Experience supporting and debugging Appliance Products in enterprise environments highly desired
  • Experience in a technical product support environment is a big plus
*
Websense offers a comprehensive compensation and benefits package which includes Medical / Dental / Vision Insurance Plan options, Flexible Spending Accounts, 401K Retirement Plan with Employer Match, Employee Stock Purchase Plan, Vacation, Sick and Holiday Paid Time Off, Tuition Reimbursement, a Commuter Program expense program, Gym Discounts and more. EOE.
Websense, Inc.
10240 Sorrento Valley Road
San Diego, CA 92121
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