Associate Support Analyst at Fortra

United Kingdom

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, TechnologyIndustries

Requirements

Strong desire to learn and grow in a technical support role
Bachelor's degree in a technical field (preferred), or equivalent work experience
Basic knowledge of Windows, macOS, Linux, and IBM i systems, including experience in remote desktop, cloud, and virtualized environments
Foundational understanding of TCP, File Transfer Protocols, and DNS, with troubleshooting knowledge in routing, firewalls, port management, and connectivity
Strong problem-solving skills with a systematic approach to analyzing technical issues
Excellent communication skills, especially over the phone, to guide customers through troubleshooting steps
Ability to take initiative and work independently while also contributing within a team environment
Previous experience in software support is a plus but not required—we prioritize curiosity and a willingness to learn!
Desirable Skills
Experience troubleshooting connectivity and networking issues related to TCP/IP, DNS, and FTP
Familiarity with case management tools and customer support ticketing systems
Exposure to cloud environments and virtualization platforms
Knowledge of security principles related to software and network troubleshooting
Prior experience in customer-facing technical roles

Responsibilities

Learn and Explore – Develop a strong understanding of Fortra’s secure file transfer products, including their configurations and customer deployment models. Actively seek opportunities to expand your technical knowledge
Provide First-Line Support – Triage incoming support cases to assess urgency, troubleshoot effectively, and escalate when necessary
Communicate Clearly – Engage with customers via email, phone, and case management platforms to provide timely, professional responses and solutions
Investigate and Troubleshoot – Collect and analyze system data, identify potential causes, and resolve issues related to Fortra products, connectivity, and configurations
Collaborate with Peers – Work closely with other support analysts and engineers to share knowledge, resolve complex issues, and improve troubleshooting processes
Represent Fortra Professionally – Act as the face of the company by setting clear expectations, delivering quality service, and maintaining strong customer relationships
Enhance Technical Expertise – Continuously develop your understanding of operating systems, networking, and software applications to improve problem-solving efficiency

Skills

troubleshooting

technical support

problem-solving

customer support

case triage

system analysis

email communication

phone support

case management

secure file transfer

product configurations

Fortra

Cybersecurity solutions for businesses and enterprises

About Fortra

Fortra provides cybersecurity solutions aimed at protecting businesses from evolving cyber threats. Their products include threat detection and response, data protection, network security, and automation tools, all designed to work together seamlessly. Fortra differentiates itself from competitors by focusing on customer success and offering integrated and scalable solutions that can adapt to the needs of both small and large organizations. The company's goal is to simplify cybersecurity for its clients, ensuring they can operate securely and efficiently in a complex digital landscape.

Eden Prairie, MinnesotaHeadquarters

1991Year Founded

GROWTH_EQUITY_VCCompany Stage

CybersecurityIndustries

1,001-5,000Employees

Benefits

Flexible Work Hours

Risks

Increased competition from market leaders may impact Fortra's market share and pricing.

Potential class action suit from ransomware attack could harm Fortra's reputation and finances.

Dependency on third-party distributors may affect direct customer relationships and profit margins.

Differentiation

Fortra offers integrated and scalable cybersecurity solutions for diverse business needs.

The company focuses on customer-centric approaches to enhance cybersecurity posture and automation.

Fortra's XDR solution provides comprehensive security across identity, network, cloud, and endpoints.

Upsides

Growing demand for XDR solutions boosts Fortra's market potential and client base.

Strategic partnerships in North America and EMEA expand Fortra's reach and service offerings.

Recognition as a market leader in security awareness training enhances brand reputation.

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