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Technical Support Specialist (Wilmington, DE)

Department: Services

Location: Wilmington, Delaware

Position Description:
We are seeking a highly motivated Technical Support Specialist to join our team.

In this customer-focused role, responsibilities will include identifying, troubleshooting, researching and resolving technical product inquiries for both network and host based control system platforms. The role will also provide training and support to escalations from the level 1 analysts on a rotating, on-call basis.

This is a unique opportunity to provide mission-critical and security-critical product support to our worldwide customer base, with a world class team committed to excellence in customer satisfaction.

This is a unique opportunity to provide mission-critical and security-critical product support to Fortune 500 customers, backed by a product development team committed to excellence in customer satisfaction.

Responsibilities:
  • Resolve product support ticket escalations from the Help Desk Level 1 Analysts.
  • Provide timely responses for incident handling and response, as well as escalation management.
  • Provide timely and accurate responses to customer technical product inquiries.
  • Reproduce problems and submit detailed product defect reports for resolution.
  • Develop an internal product support knowledge base.
  • Provide ongoing product training to Level 1 Analysts.

Requirements:
  • 3+ years of similar 'hands-on' cyber security work experience, with a strong focus on good security practices. BS Degree in a related field preferred.
  • Strong interpersonal and customer service skills with ability to manage multiple projects and priorities in a fast-paced environment.
  • Good working knowledge of networks, VPNs, IDS, IPS, firewall technologies, and Windows and *NIX operating systems.
  • Self-directed and motivated, with ability to work independently, as well as collaboratively in a team environment.
  • Demonstrated ability to learn quickly and operate under tight deadlines.
  • Excellent oral and written communications as well as good organizational skills.
  • Flexibility of schedule and working hours is required, providing rotating on-call support for Level 1 escalations.


We offer competitive compensation and comprehensive benefits, to include medical, dental, life and disability insurance.

Please submit resumes to L20712@industrialdefender.com, indicating your shift preference and hours of availability. No calls, or third parties, please.



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Industrial Defender, Inc.

Industrial Defender, Inc., the global leader in Cyber Risk Protection™, is the first company to offer a completely integrated Defense-in-Depth™ cyber security solution designed to protect the industrial control system and SCADA environment in a flexible and cost effective platform.  This comprehensive Cyber Risk Protection™ lifecycle solution enables the efficient assessment, mitigation and management of cyber security risk within the critical infrastructure network domain.  Formerly known as Verano, Inc., Industrial Defender is a privately held company with over 17 years of industrial control system and SCADA industry experience, and more than 6 years of industrial cyber security experience – recently recognized by Frost and Sullivan’s 2008 Company of the Year Award.  Industrial Defender has completed more than 90 process control / SCADA cyber security assessments, more than 2,000 global technology deployments in securing critical infrastructure systems, more than 3,000 mission critical SCADA deployments and provides managed security services for 160 process control plants in 21 countries.

   
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