Network Security Specialist

18 hours ago

Vadodara, Gujarat, India beBeeNetwork Full time ₹ 90,00,000 - ₹ 1,20,00,000

Job Title:

Network Security Specialist

This role involves providing exceptional customer service in a fast-paced environment, supporting remote access internet VPN products, managed security and network services, and Software as a Service Products (SaaS).

Key Responsibilities:
  • 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 specific problems
  • Escalate issues within defined standards
Level I Support:
  • Research and resolve caller inquiries using established procedures
  • Troubleshoot and resolve hardware, software, and communications issues
Continuous Improvement:
  • Meet individual metrics for Level 1 Support Engineer
  • Identify and suggest process improvements
  • Participate in departmental training activities

Technical Skills:

  • Knowledge of network protocols and concepts including SSH, FTP, ICMP, TCP/IP, NAT, SNMP, IPSec, GRE, QoS, and VLANs
  • Ability to interpret output from network traffic analysis tools
  • Effective interpersonal and consulting skills
  • Hands-on experience with Meraki and Fortinet firewalls
  • Collaboration in a dynamic team environment
  • Implementing 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
  • Rotating on-call basis for firewall/network issues
  • Monitoring performance, capacity, and availability of firewalls
  • Recommend improvements in technologies and practices
  • Maintaining awareness of new developments in technologies used in or appropriate for use in firewall support and operating infrastructure
  • Developing firewall architectures, technologies, and quality assurance policies and procedures
  • Delivering customer SLAs
Firewall and VPN Management:
  • Performing incident, problem, and change management process for firewalls according to ITIL standards
  • Improving customer satisfaction metric through stable transparent service
Qualifications:
  • 2-6 years of experience in Firewall Support
  • Providing excellent first line customer service
  • Responding to chats, emails, and phone calls consistently
  • Entering relevant data from customer contact channels into tracking system
  • Assisting with troubleshooting and resolution of all tickets that can be processed from start to finish by level 1
  • Interpersonal skills; superior customer service skills; excellent multi-channel communication skills
  • Working well under pressure with limited supervision while consistently displaying a professional demeanor
  • Following processes and escalating issues consistently
  • Resolving external technical requests including virtual private networks, protecting data integrity, and assisting the retail industry with proprietary data send/receive
  • Supporting 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

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