Level 1 Technical Support Engineer

About Us 

EfficientIP is a network automation and security company, specializing in DNS-DHCP-IPAM solutions (DDI), with the goal of helping organizations around the world drive business efficiency through agile, secure and reliable infrastructure foundations. 

We enable IP communication and simplify network management with end-to-end visibility and smart automation, while our patented DNS technology protects against malware, controls application access and optimizes application delivery performance. 

SOLIDserver™ centralizes all information from the IP plan and DNS and DHCP servers in one single interface, allowing our customers to manage their network services as a single entity, ensuring high availability,  security and network consistency. Companies in all sectors rely on our solutions to face the challenges of key IT initiatives such as Zero-trust, cloud, IoT, 5G and mobility.

What will your role be ?    

As a Level 1 Support Engineer, you will have to qualify the issue, gather the required information to  start investigation and define a first diagnosis. You will work to solve the problem on your own, or  escalate the issue to the next support level. If needed, you will receive assistance from the  Development team.  

Designing and developing one or more courses of action, evaluating each of these courses in a test  case environment and implementing the best solution to the problem can be required.  

Customer service experience :  

• Proven ability to clearly and effectively interact and communicate with customers in a friendly and personable manner via email and/or phone.  
• Research, resolve, and respond to customer questions and call-backs in a timely manner and  in accordance with established standards, policies, procedures and service level agreements. 
• Acquire and maintain current knowledge of product offerings and support policies to provide  technically accurate solutions to customers.  
• When needed, escalate issues to appropriate individuals based on established guidelines and  procedures.  
• Ability to exercise judgment using procedures and practices to determine the appropriate  course of action. 

Your key success factors :  

Experience or skills in the following areas is desired: 

• Technical Support, Network Support, Systems Administration, Help Desk or Configuration Management and enjoy dealing with Customers.  
• 0-2 years work experience with DNS, DHCP, IPAM, TCP/IP network architectures, HTTP/HTTPS and  other Internet protocols.  

Technical Skills :

• Experience with TCP/IP network architectures on various platforms (Unix, Linux, Windows, etc.) and how those platforms interoperate with DNS and DHCP.  Knowledge of Unix systems is very welcomed. 
• Familiarity with IP Address Management (IPAM) and Microsoft Active Directory desired.  
• Understanding of public DNS design principles, DNS platforms such as BIND and the DNS  protocol itself. 
• General understanding of HTTP/HTTPS and other Internet protocols including their  performance characteristics.  

Education  

Degree in Computer Science and Telecommunication desired but not compulsory, depending on  work experience. 

Working conditions

We offer a great opportunity to grow with our company, in a rapidly advancing and strongly innovative environment.

At EfficientIP, we fully believe in congeniality in the workplace and in our relationships with our customers, partners and colleagues. 

We ensure a positive work environment that is encouraging, enthusiastic and motivating to our team. This approach breaks down barriers in order to stimulate our Company’s ambition of constant overachievement.

You will be part of a fun & ambitious team !

To apply, please send your cv and cover letter to [email protected]