
Network Security Specialist
13 hours ago
We are seeking a skilled Firewall Support Specialist to join our team. The successful candidate will provide exceptional customer service in a fast-paced, multitasking environment. This role involves supporting remote access internet VPN products, managed security and network services, Software as a Service Products (SaaS), with high first call resolution.
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 a variety of customers.
- Follow defined standards to resolve a specific set of problems.
- Follow defined standards to collect and follow up on escalated issues.
- Escalate issues within the defined standards.
- Level I Support
- Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line 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.
- Technical Skills
- Knowledge and experience with network protocols and concepts including SSH, FTP, ICMP, TCPIP (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 be used to align customer needs to tactical and strategic solutions.
- Hands-on experience with Meraki and Fortinet firewalls.
- Ability to effectively collaborate in a dynamic team environment.
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