L1 Technical Support Engineer

EfficientIP is a fast growing network automation and security company, specializing in DDI (DNS, DHCP, IP Address Management). Our Smart DDI approach offers enterprises and service providers a unique appliance-based solution to intelligently simplify and automate design, deployment and management of their critical network infrastructure.

Through patented technology, our 360º solution suite secures DNS services to safeguard sensitive data and ensure application access. Companies in all sectors rely on our offerings to face the challenges of key IT initiatives such as cloud, IoT, 5G, and mobility.

What will you do?

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 elevate 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 may 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.

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.
• 1-2 years work experience with DNS, DHCP, IPAM, TCP/IP network architectures, HTTP/HTTPS and other Internet protocols.
• Must be located in Paris or Ile-de-France.
• Fluency in both French and English is mandatory.

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 or similar