student success Technical SupportOffensive Security Certifications Inc.

STUDENT SUCCESS TECHNICAL SUPPORT
 
Reports To: Student Success Technical Support Supervisor
 
Offensive Security (OffSec) is the world's most trusted provider of cyber security training and certification. Our rigorous training programs are industry-standard and our certified alumni highly sought-after. We help businesses, government, and educational institutions become more secure. We help individuals enter or advance their careers in cyber security.
 
Built upon the belief that the only way to achieve sound defensive security is to take an offensive approach, we help people develop the Try Harder mindset with hands-on, real-world like labs, and equip them with the skills to succeed in tackling the challenges of cyber security in everyday life and work. Our mission is to empower the world to fight cyber threats by inspiring the Try Harder mindset.
 
Job purpose
 
The Student Success Technical Support is responsible for providing general and technical support for tickets in email and real time chat. 
 
This position will also engage in Proctoring work if utilization of its main function, as SSTS, is low. 
 
This role is a full-time salaried position with a flexible shift work schedule, including evenings and weekends.
 
Duties and responsibilities
Provide Level 1 support on general and technical service in chats and emails.
Troubleshoot and provide technical support for Linux, Windows, networking and proprietary developed applications
Troubleshoot as VPN connection, remote access, and other network issues 
Test and verify Offensive Security lab systems and products
Provision of student access to OffSec and community platforms
Proactively work on process development, improvements and solutioning to achieve operational efficiency and scalability
Collaborate with internal stakeholders for cross-functional alignment
Participate in projects for the implementation of new functions, services, etc
Perform other duties as needed
Qualifications
BS Degree of Computer Science or Information Security
Adept experience in end-user technical support
Experience in operating and troubleshooting Linux and Windows operating systems
Experience in VPN, virtualization and cloud computing
Excellent interpersonal and customer service skills
A strong belief and understanding of being a team player in a remote working environment
Off hours, weekends and holidays support
Certifications relevant to the job responsibilities is a plus
Desired Skills:
Growth mindset.
Strong attention to detail, with excellent analytical and investigation skills
Strong knowledge of networking, various virtualization systems, Windows, Linux and any other operating system
Experience with scripting and automation using Bash, Python, PowerShell or Perl 
Strong attention to detail, with excellent analytical and investigation skills
Prior experience in working remotely
Prior experience in tech support or a similar role.
Experience working with a ticket and community communication system
Experience in Linux
Working conditions
This role is a full-time salaried position with shift work required, including evening, weekends and holidays as needed. The shift hours will be determined by the hiring manager.