Deliver global engineering support to customers, partners, and field engineers for the Lancope product line; support the operational needs of customers using Lancope products for network security and forensics.
Conduct root cause analysis and provide actionable and high-value solutions to reported incidents with a combination of data analytics, business acumen, technical expertise, product features, and sound judgment.
This position requires a working knowledge of Data Network Devices including but not limited to DSLAMs, ATM switches and routers. A working knowledge of IP networking, ATM networking and MPLS networking is also required. Also required is knowledge of communications protocols like TL1, SNMP, HTTP, XML and SOAP.
In this role, you will participate in the support of core business application, HITS. Your responsibilities include providing Tier 3 support, Triage and troubleshooting reported flaws within HITS (both within C# code and SQL database), application and process optimization, automating operational processes, assisting with the development of quality assurance procedures including automated application regression and load testing and database optimization and administration.
As an ADP technical team associate, you will work with our technical team on a variety of projects and assignments in the areas of Information Technology, Information Systems, Computer Science, Computer Engineering and other technical disciplines.
Respond and engage on all incoming customer inquiries with a sense of urgency. Prioritize cases according to our severity descriptions. Quickly transition Critical/Pre-Critical/Quartile 1 customer cases to Tier 2 Engineers.