Network Security Specialist

3 days ago

Kannur, Kerala, India beBeeFirewall Full time ₹ 6,00,000 - ₹ 10,00,000
Job Summary

We seek a skilled Firewall Support professional to provide exceptional customer service and technical expertise in a fast-paced multitasking environment.

The ideal candidate will have experience with network protocols and concepts, including SSH, FTP, ICMP, TCPIP (IPv4 & IPv6), Network Address Translation (NAT), SNMP, IPSec, GRE, QoS, and VLANs.

This role involves providing phone/chat/email support, handling inquiries, troubleshooting hardware, software, and communications issues, and collaborating with application end users, engineers, and vendors.

  • Phone/Chat/Email Support: Apply handling processes consistently, log and track all communications received into the ticketing system, establish a quality working relationship with customers, follow defined standards to resolve problems, and escalate issues within defined standards.
  • Level I Support: Research and resolve caller inquiries by utilizing established procedures, troubleshoot and resolve hardware, software, and communications issues, interact with application end users, application engineers, system engineers, and hardware/software vendors.

Key Responsibilities:

  • Meet individual metrics for Level 1 Support Engineer, identify and suggest process improvements, participate in departmental training activities, and stay up-to-date with new technologies, procedures, and customer service enhancements.

Required Skills and Qualifications:

  • Knowledge and experience with Meraki and Fortinet firewalls, installing managed network solutions, making changes to firewalls, solving technical customer issues around firewalls, filtering, IP Networking, Routing, VPNs, and application connectivity.
  • Ability to effectively collaborate in a dynamic team environment, respond to firewall/network issues on a rotating on-call basis, monitor performance, capacity, and availability of firewalls, recommend improvements in technologies and practices, maintain awareness of trends and new developments in technologies used in or appropriate for use in firewall support and operating infrastructure.

Benefits:

  • 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 tickets, and work well under pressure with limited supervision.

Ongoing Professional Development:

  • Maintain awareness of emerging technologies, best practices, and industry standards to enhance skills and knowledge.

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