Firewall Support Specialist

We're a leading Predict-to-Prevent cybersecurity and compliance company offering businesses integrated risk mitigation solutions.

Our Asgard Platform continuously monitors and analyzes over 6+ billion online events every day from a vast repository of anonymized data.

We partner with 4+ million customers to provide predictive intelligence and a competitive edge against cybersecurity and compliance disruptions.

This Position - Firewall support Level 1 involves delivering exceptional customer service in a fast-paced multitasking environment.

Responsibilities include:

1. Phone/Chat/Email Support
   • Apply handling processes consistently.
   • Log and track all communications into the ticketing system.
   • Establish a quality working relationship with diverse customers.
   • Follow defined standards to resolve specific problems.
   • Follow defined standards to collect and follow up on escalated issues.
   • Escalate issues within defined standards.
2. Level I Support
   • Research and resolve caller inquiries using established procedures, user manuals, or interacting with internal and external support groups.
   • Troubleshoot and resolve hardware, software, and communications issues by interacting with application end users, application engineers, system engineers, and hardware/software vendors.

Continuous Improvement

• Meet individual metrics for Level 1 Support Engineer.
• Identify and suggest process improvements as they arise.
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements.

Technical Skills

• Knowledge and experience with network protocols and concepts including SSH, FTP, ICMP, TCP/IP (IPv4 & IPv6), Network Address Translation (NAT), SNMP, IPSec, GRE, QoS, and VLANs.
• Ability to interpret output from network traffic analysis tools such as Ethereal (Wireshark).
• Effective interpersonal and consulting skills to align customer needs with tactical and strategic solutions.
• Hands-on experience with Meraki and Fortinet firewalls.
• Ability to effectively collaborate in a dynamic team environment.
• Firewall Implementation and Support
• Installing Managed Network Solutions including Fortinet firewalls.
• Making changes to firewalls in support of customer needs.
• Solving technical customer issues around firewalls, filtering, IP Networking, Routing, VPNs, and application connectivity.
• Respond to firewall/network issues on a rotating on-call basis.
• Monitor performance, capacity, and availability of the firewalls on an ongoing basis.
• Recommend improvements in technologies and practices to increase these metrics.
• Maintain awareness of and familiarity with trends and new developments in technologies used in or appropriate for use in firewall support and operating infrastructure.
• Work with other technical staff to develop firewall architectures, technologies, and quality assurance policies and procedures.
• Deliver better than agreed customer SLAs.
• Firewall and VPN Management
• Perform incident, problem, and change management process for firewalls according to ITIL standards.
• Improve customer satisfaction metric through stable transparent service.

Qualifications

• Provide excellent first-line customer service.
• Respond to all chats, emails, and phone calls consistently.
• Enter all relevant data from customer contact channels into tracking systems.
• Assist with troubleshooting and resolution of all tickets that can be processed from start to finish by level 1 as defined by management.
• Great interpersonal skills; superior customer service skills; excellent multi-channel communication skills.
• Works well under pressure with limited supervision while consistently displaying a professional demeanor.
• Ability to follow processes and escalate issues consistently.
• Resolve various external technical requests including virtual private networks, protecting data integrity, and assisting the retail industry with sending/receiving proprietary data.
• Support the technical management team with call data analysis.
• Experienced in Windows operating systems.
• Familiar with TCP/IP and networking concepts.
• High level of ethics and integrity.
• Scheduling flexibility required.