US RemoteDescription:
As a proud Splunk Partner, TekStream offers professional IT consulting and technical resourcing that addresses company-wide challenges faced by enterprise businesses, such as disparate systems and the market challenges to create “anytime, anywhere access” to data for employees and customers.
TekStream has multiple openings for Splunk Support Analysts that will be focused on responding to technical, ticket-based requests from customers to provide user support within defined Service Level Agreements (SLAs).
Duties will include reviewing a queue of submitted tickets from customers, prioritize and triage them, then work on them in priority order and setting up video calls with the submitter to help them with their question/problem, driving towards successful completion.
Ideal applicants will have experience with Splunk’s premium apps (ES, ITSI, UBA, SOAR, O11y, etc.).
Responsibilities:
- Resolve customer support tickets, mostly via a ticketing system (such as JIRA or ServiceNow), but could also be via email and/or phone
- Effectively triage new tickets to determine their severity level and resulting priority
- Manage multiple tickets, queues, and customers, and prioritize across all of them
- Provide regular status updates to ticket submitters
- Identify and escalate tickets requiring additional skills or time
- Issues may be simple to minor complexity multi-site, clustered, cloud-based, integrated with other systems, etc.
Qualifications:
- Bachelor’s Degree or equivalent work experience in computer science, computer engineering, cybersecurity, data analytics, or similar
- Some experience with the required technology, or a proven ability to learn and obtain the required skills (which may include certifications)
- Excellent communication skills, both verbal and written
- Proven ability to triage issues, break them down into logical parts, and rout out the underlying problems to propose solutions
- Proven timemanagement skills
- A high level of attention to detail
- A selfstarter who can remain motivated when working individually
- Consulting experience is a plus
- A proven team player with passion and curiosity for learning new things and new experiences!
- Experience with cloud technologies (e.g. AWS, Azure, GCP) a plus
- Experience with Regular Expressions (RegEx) a plus
- Existing Splunk Enterprise Certified Admin and/or Splunk Enterprise Certified Architect certifications
