Senior Engineer - Archer Technical Support
Primary Location: Overland Park, Kansas
Additional Location(s): Overland Park, Kansas
Archer Integrated Risk Management Senior Engineer - Technical Support
RSA oﬀers mission-driven security solutions that provide organizations with a uniﬁed approach to managing digital risk that hinges on integrated visibility, automated insights and coordinated actions. RSA solutions are designed to eﬀectively detect and respond to advanced attacks; manage user access control; and reduce business risk, fraud and cybercrime. RSA protects millions of users around the world and helps more than 90 percent of the Fortune 500 companies, and every branch of the U.S. federal government, thrive and continuously adapt to transformational change. For more information, go to rsa.com
•Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.
•Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate.
•Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.
•Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.
•Ability to prioritize and manage multiple tasks, act independently and exercise good judgment
•Ability to make decisions or solve problems using logic to identify key facts, explore alternatives and propose quality solutions
•Excellent verbal and written communication skills
•Excellent troubleshooting skills
•High technical proficiency across Windows platforms including computer networking skills, Microsoft SQL Server, Microsoft IIS, LDAP, and web-based technologies
•Strong organization skills; capable of effectively balancing multiple responsibilities, managing multiple priorities in a fast-paced environment with minimal supervision
•At least 3 years experience in a Technical Support position
•Experience analyzing XML log files.
RSA is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RSA are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. RSA will not tolerate discrimination or harassment based on any of these characteristics. RSA encourages applicants of all ages.
Job ID: R125175