Technical Support Engineer

Description

Today’s world is crime-riddled. Criminals are everywhere, invisible, virtual and sophisticated. Traditional ways to prevent and investigate crime and terror are no longer enough…

Technology is changing incredibly fast. The criminals know it, and they are taking advantage. We know it too.

For nearly 30 years, the incredible minds at Cognyte around the world have worked closely together and put their expertise to work, to keep up with constantly evolving technological and criminal trends, and help make the world a safer place with leading investigative analytics software solutions.

We are defined by our dedication to doing good and this translates to business success, meaningful work friendships, a can-do attitude, and deep curiosity.

And we are looking for a Technical Support Engineer who will be part of our Support team in Cyprus.

As a Cognyter you will:

• Troubleshooting and servicing complicated customer service inquiries (3rd party proprietary hardware/software product)
• Analyze and evaluate technical issues and suggesting methods and techniques to achieve resolution
• Interact with internal customers and business partners, while frequent communication and collaboration with in-house teams is necessary to ensure a successful customer experience
• Interface with various R&D and Customer Support groups from around the globe to address product issues in complex environments

Requirements

For that mission you’ll need:

• Bachelor’s degree in Computer Science, Electrical Engineering or similar
• Software/telecommunications practical engineering experience
• Experience in working in technical customer service
• Able to maintain very good internal and external customer communication, provide high level of support and minimize escalations to the R&D team
• Strong problem solving skills and ability to make decisions in the priority of problem solving
• Excellent interpersonal and communication skills
• English language
• Willing to, occasionally, work on non-standard hours (on call duty, off hours support)
• Position may require a few international flights a year
• Experience with troubleshooting of multiple Operating Systems (Windows, Linux), including basic administration, configuration optimization and Windows security

Would be considered as an advantage:

• Knowledge of cellular networks and protocols (GSM / UMTS / LTE)
• Knowledge of communication – network structure (LAN, WAN) and communication equipment functionality (hubs, switching hubs, routers)

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