Network Security Specialist

13 hours ago


Hyderabad, Telangana, India beBeeFirewall Full time ₹ 9,00,000 - ₹ 12,00,000
Job Summary

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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