Cybersecurity Specialist Position

1 week ago

Ahmedabad, Gujarat, India beBeeNetworkSecurity Full time ₹ 12,00,000 - ₹ 15,00,000
Job Overview

We're seeking a skilled professional to join our team as a Network Security Specialist. In this role, you will provide top-notch customer support for a fast-paced service desk environment that caters to remote access internet VPN products and managed security services.

Your responsibilities will include providing excellent phone, chat, and email support to customers. You'll be responsible for handling inquiries efficiently, logging and tracking communications, and establishing a quality working relationship with clients.

  • Phone/Chat/Email Support
  • Apply consistent handling processes.
  • Log and track all communications received into the ticketing system.
  • Establish a quality working relationship with a variety of customers.
  • Follow defined standards to resolve specific problems.
  • Follow defined standards to collect and follow up on escalated issues.
  • Escalate issues within defined standards.

Key Responsibilities

  • Level I Support
  • Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing online applications, 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.

Required Skills

  • Knowledge and experience with network protocols and concepts, including SSH, FTP, ICMP, TCP/IP (IPv4 & IPv6), 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 collaborate effectively 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 firewalls on an ongoing basis.
  • 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.

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