Support Engineer/IRT

Troubleshoot and resolve endpoint installation, configuration, connectivity, and performance issues across Windows, macOS, and Linux environments.
Perform deep-dive analysis using system logs, traces, and debug data to identify root causes.
Document all reported issues, diagnostic steps, and resolutions in the ticketing system for knowledge sharing and trend analysis.
Escalate unresolved or complex cases to Tier 3 Engineering or R&D teams with detailed findings and replication steps.
Proactively identify recurring problems and recommend product or process improvements to reduce break/fix volume.
Collaborate with internal teams (Support, QA, R&D, Product Management) to drive rapid resolution of high-impact incidents.
Maintain high standards of communication with customers, ensuring timely status updates and clear explanations of findings and solution

Required Qualifications

3+ years of experience in technical support , end point administration or troubleshooting
Perform incident response and forensic analysis of compromised systems, identify and provide recommendations for remediation
Formulate and direct incident response efforts, prioritize those response efforts, and create legible incident reports that describe the compromise vector, attacker methodologies and artifacts
Strong knowledge of OS troubleshooting (Windows, macOS, Linux), including tools like Wireshark and Windows debugging.
Familiarity with cloud platforms (Azure, AWS, Linux, macOS) and directory services (EntraID/Active Directory).
Understanding of threat prevention tools and SIEM integration.
Knowledge of hardware components (BIOS, EFI, hard drives) and MDM/UEM platforms.
Experience with ServiceNow or Salesforce ticketing systems.
Ability to manage multiple support cases under tight deadlines while maintaining attention to detail.

Preferred Skills

Previous experience with Check Point Products.
Experience with scripting and automation (PowerShell, Python, batch scripting).
Experience with MDM tools such as Intune, JAMF, and WorkSpace One.
Experience with forensic investigation and CIRT processes.
API integration and web developer tools knowledge.
SQL and database querying experience.
Cybersecurity certifications such as Security+, CISSP, CEH are a plus.
Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or related field.

Soft Skills

Strong teaching and communication abilities—able to translate technical jargon into clear language.
Creative problem-solving and customer-focused mindset.
Team-oriented with a collaborative approach.
Humble and curious—willing to ask questions and learn.

See also