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Student Success Technical Support

2 to 4 Years
With Business Certificates
Established in 2006
51-200 Employees
Total vacancies for this job title: 3
Posted On: May 24, 2022
Job ID: 402347


Title:    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


  • 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

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.  


Direct reports: NA

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