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EDR Administrator

4 months ago

Mumbai, India Protiviti India Member Private limited Full time

Responsibilities :

- Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service

- Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation

- Identify and escalate priority issues that need immediate attention

- Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience

- Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible

- Collect information and document bugs with Team/Technical Leads for product issues that are impacting businesses

- Create process or troubleshooting documentation in the support knowledge base

- Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers

- Expected to work in 24x7 technical support team (typically 5-8 days of night shift from 2200 to 0700 hours, next day)

Minimum Qualifications :

- 4+ years of customer support, technical support, system administration or related customer facing role.

- 1-2 years' hands-on experience on Crowdstrike EDR solutions specifically FALCON suite

- Knowledgeable in the Windows environment, including Windows Service and Workstation, troubleshooting and diagnosing low-level operating systems and network issues

- Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment

- Ability to learn new technologies quickly

- Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person)

- Ability to work independently with little direct supervision and as a part of a team

- Outstanding analytical and coordination abilities. Adept at organizing

- Ability to remain calm, composed and articulate when dealing with tough or complex situations

Strongly Desired Qualifications :

- Experience supporting Kernel level security solutions

- Experience supporting hybrid environments

- Experience supporting security applications such as AV, VPN, EDR, Firewall, Proxy

- Linux troubleshooting experience a plus

- Experience with Splunk

- Experience with troubleshooting Windows and Mac machines

- MCP or higher a plus

(ref:hirist.tech)