Position Summary: The ArmorPoint Service Delivery Technician provides technical cybersecurity support to customers by researching and answering questions in a professional manner through different communication channels, troubleshooting problems, and managing and closing tickets efficiently.
The position provides rapid response to tickets by following detailed policies, procedures, and standards to ensure the protection of customers’ information assets.
This individual collaborates with any and all parties necessary to defend against information security incidents, as well as identifying, analyzing, communicating, and escalating these incidents when they do occur.
Responsibilities:
Manages customer requests and tickets, coordinates, and prioritizes for prompt resolution
ensuring SLT compliance.
Acts as point of contact for clients, providing effective, world-class customer service.
Communicates status/issues with customers.
Follows up with customers when needed.
Troubleshoots partner and customer issues and provides resolution.
Coordinates and facilitates working sessions.
Manages ArmorPoint portals.
Participates in customer on-boarding.
Escalates tickets in a timely manner.
Records and updates tickets with customer communication, documenting action taken in accordance with department policy.
Documents solutions to known IT and cybersecurity challenges to build institutional knowledge.
Works closely with team members to identify and suggest resolutions and improvements.
Participates in Trapp internal meetings and required trainings.
Maintains a professional image and demonstrates an understanding of and follows all Trapp Policies and Procedures.
Other duties as assigned.
Qualifications:
High School Diploma or GED equivalent required.
Minimum of two years of technical or customer service experience required.
Customer-centric mindset and a “get it done right” attitude.
Demonstrated ability to provide exceptional internal and external customer service.
Excellent communication skills, both oral and written.
Exceptional organization and meticulous time management skills.
Independent, self-starting, team player with a positive attitude.
Excellent troubleshooting abilities.
Ability to manage multiple tasks and deadlines in a fast-paced environment.
Possesses troubleshooting skills and the ability to isolate and fix problems quickly.
Working Conditions:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
This job may require handling objects up to 10 pounds frequently and 20 pounds occasionally.
While performing the duties described herein, the employee is regularly required to sit; use hands and fingers to handle or feel in addition to talking and hearing.
The employee is frequently required to stand and walk.
The noise level in the work environment is usually moderate.
Office environment is normally climate-controlled.
Management has the right to revise this job description at any time.
The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.
This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.
May perform other duties as assigned.
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