Network Support Professional

3 days ago

Dindigul, Tamil Nadu, India beBeeFirewall Full time ₹ 60,00,000 - ₹ 1,20,00,000

Job Role:

Firewall Technical Specialist

This is a specialized role in the provision of first-line technical support to customers on various network-related issues, including hardware and software problems. The successful candidate will possess strong knowledge of network protocols, concepts, and technologies.

The ideal candidate will have excellent interpersonal skills, superior customer service skills, and exceptional multi-channel communication abilities. They must be able to work well under pressure with minimal supervision while consistently displaying a professional demeanor.

  • Provide top-notch technical support via phone, chat, and email channels
  • Respond promptly to all customer inquiries across multiple channels
  • Document all relevant customer interactions in the tracking system
  • Collaborate with level 1 support teams to resolve technical issues from start to finish

Key Responsibilities:

  1. Technical Support: Provide consistent handling processes, log and track all communications received into the ticketing system, establish quality working relationships with customers, follow defined standards to resolve specific technical issues, and escalate issues within defined parameters.
  2. Level I Support: Conduct thorough research to resolve customer inquiries using established procedures, user manuals, online applications, and internal/external support groups, troubleshoot and resolve hardware, software, and communication issues by interacting with application end-users, application engineers, system engineers, and hardware/software vendors.

The Firewall Technical Specialist role presents opportunities for continuous improvement and growth, focusing on delivering high-quality technical support that meets or exceeds customer expectations.

Required Skills and Qualifications:

  1. Network Protocols and Concepts: Strong understanding of SSH, FTP, ICMP, TCP/IP, NAT, SNMP, IPSec, GRE, QoS, and VLANs is essential.
  2. Firewall Experience: Hands-on experience with Meraki and Fortinet firewalls is required.
  3. Communication Skills: Excellent written and verbal communication skills are necessary for effective collaboration with customers and colleagues.
  4. Interpersonal Skills: Great interpersonal skills, including empathy and conflict resolution, are critical for building strong relationships with customers.

Benefits:

The Firewall Technical Specialist role offers a dynamic and challenging work environment with opportunities for growth and development. The successful candidate will have the opportunity to work with a variety of network-related technologies and contribute to delivering exceptional customer experiences.

Others:

This role requires a strong commitment to providing excellent technical support and contributing to a positive team environment.

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