Server Support Analyst II

As Globalscape's Level II Server Support Analyst you will provide first and second level technical assistance to users and other support team members for Globalscape's server program. This is a great opportunity for someone who is passionate about networking and software and enjoys helping people. Often this role provides a solid foundation for career growth within our organization.

As the Server Support Analyst you will;

• Provide second level technical assistance to users as it relates to Globalscape’s EFT Platform
• Provide technical assistance to Customer Support Team as needed
• Resolve technical support cases that are escalated from Customer Support Teams as needed
• Research reported problems, document solutions
• Troubleshoot system configurations, replicate customer network and system environments to aid in troubleshooting process
• Interact with customers via email, telephone and remote utilities
• Provide pre-sales support and technical services to sales team and prospective customers as needed
• Work closely with Level 3 Server Support Analysts regarding bugs and follows up to make sure fixes are received and tested
• Advise technical writers on user documentation
• Complete, maintain, and process pertinent paperwork and records related to case management and software change requests
• Responsible for answering incoming customer service calls and responding to emails from customers and prospects

To be successful you should have

Technical Skills

• At least 2 years of technical support experience
• CompTIA Network+ and Security+ Certification preferred
• Bachelor’s Degree in either Computer Science or Information Systems preferred
• AWS Solutions Architect or equivalent Cloud certifications are a bonus
• Should be an expert in using the latest operating systems, including Windows Server 2016 and Linux or UNIX
• Proficiency required using Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft Outlook and other communication tools
• Should have a thorough understanding of enterprise network architecture and data file transfer methods and protocols.

Language Skills

• Ability to read and comprehend complex instructions, correspondence, and memos
• Ability to write technical correspondence
• Ability to effectively present information within a small group situation as well as with individuals

Mathematical Skills

• Proven ability to handle basic math; add, subtract, multiply, and divide, compute rate, ratio, and percent
• Demonstrated ability to apply common sense and follow through detailed written or oral instructions
• Expert problem solver with ability to sort through complex issues and conduct comparative analysis of multiple solutions

Reasoning Ability

• Demonstrated ability to apply common sense and follow through detailed written or oral instructions
• Expert problem solver with ability to sort through complex issues and conduct comparative analysis of multiple solutions

The ideal candidate will be expected to become proficient with the use, and configuration of Globalscape’s server programs and their add-on modules. The candidate will be expected within 90 days to demonstrate near expert understanding, use and configurations of our client programs including CuteFTP Professional and it’s entire feature set.