IT Support Engineer

As an IT Support Engineer at Tenable, you will be responsible for providing technical support and resolving issues related to computers, telephony, and network systems. You’ll also handle IT onboarding for new hires, manage user accounts, and ensure compliance and vulnerability issues are addressed promptly. Your role will require you to document solutions, communicate clearly with users about their issues, and escalate more complex problems to the relevant IT teams, all while participating in after-hours support when needed.

To qualify for the IT Support Engineer position at Tenable, you should possess at least two years of technical support experience and demonstrate excellent communication skills in English. Familiarity with Microsoft Windows and Apple Macintosh operating systems, as well as experience with Active Directory, Okta, and ticketing systems such as Service Now, is essential. A solid understanding of local area networks and troubleshooting methods will also benefit you in this role.

In the IT Support Engineer role at Tenable, you'll work with a diverse range of technologies. Your tasks will involve supporting Microsoft Windows and Apple Macintosh operating systems, utilizing tools like JAMF for device management, using Service Now for ticketing, and managing assets related to IT hardware. Additionally, you'll gain exposure to cloud environments such as AWS Workspaces and may interact with Linux systems. This broad exposure will enhance your technical skill set within the cybersecurity domain.

The work environment at Tenable for an IT Support Engineer is collaborative and dynamic. You will work five days a week in the Suntec City office, providing both onsite and remote support to team members across the APAC region. The culture at Tenable emphasizes teamwork, respect, and excellence, allowing you to thrive among passionate colleagues who are equally committed to innovation and quality in cybersecurity solutions.

Tenable is committed to fostering an environment of professional growth for its IT Support Engineers. Upon joining, you’ll have access to continuous development opportunities, training sessions, and the chance to engage with industry leaders. By working in cross-functional teams and participating in various projects, you’ll enhance your knowledge and skills, all while contributing to groundbreaking security solutions that impact organizations globally.

When answering this question, highlight specific technical challenges you’ve faced, the methodologies you used to resolve them, and the tools you employed during the troubleshooting process. Be sure to incorporate examples that demonstrate your analytical skills and how you effectively communicated solutions to the affected individuals.

To ensure a positive user experience, emphasize the importance of communication and empathy. Describe how you actively listen to user concerns, provide timely updates on issue resolution, and take the time to explain solutions clearly to users. Stress your commitment to maintaining a friendly demeanor while troubleshooting as a crucial aspect of your support approach.

Discuss your systematic approach to onboarding, which could include initial welcome sessions, setting up user accounts, ensuring necessary software installations, and providing a clear overview of available tech resources. Emphasize how you gauge their comfort with various technologies to tailor the onboarding experience to their needs.

When addressing this question, outline your experience with Active Directory in managing user accounts and permissions, detailing processes for adding, removing, and modifying user access. Explain how Active Directory aids in maintaining security and organization within the company, particularly in enabling proper access control to sensitive data.

Share your experience of being part of an on-call rotation or emergency support team. Detail specific instances where you successfully resolved issues, how you communicated with users promptly, and what strategies you utilized to manage your time effectively during after-hours support.

Explain your approach to identifying and resolving compliance issues by conducting regular audits, engaging directly with end-users to understand their needs, and providing the necessary training or resources to resolve these issues effectively. Stress the importance of clear communication and follow-up in ensuring compliance.

Discuss the ticketing tools you’ve used, such as Service Now, Bigfix, or similar platforms. Elaborate on how these tools enhance efficiency in tracking issues, prioritizing tickets, and documenting solutions. Highlight how they contribute to better management of workloads and improving user satisfaction through timely responses.

Approach the prioritization of support requests by explaining your criteria for urgency and impact. Emphasize the importance of assessing the severity of issues affecting business operations while keeping clear communication with all users regarding expected timelines for resolution, ensuring transparency in your workflow.

Provide an example of an instance where an issue required escalation to a higher authority or department. Describe the criteria you used for escalation, how you documented the issue for the next level of support, and how you followed up with both the user and the team to ensure resolution.

Discuss your experience supporting both Windows and Apple operating systems. Highlight specific tasks you’ve handled, such as software installation, troubleshooting, and the differences in user experience between the two platforms. Show your depth of knowledge in managing both environments efficiently while being adaptable to the needs of diverse users.