Support Team Member

6 hours ago

Meerut, Uttar Pradesh, India beBeeFirewall Full time ₹ 8 - ₹ 12
Remote Access Internet VPN Support Specialist

This is a fast-paced multitasking environment that provides expert-level technical support for remote access internet VPN products, managed security and network services, Software as a Service Products (SaaS), with high first call resolution.

Responsibilities:
  • Apply established processes consistently. Log and track all communications received into the ticketing system. Establish a quality working relationship with a variety of customers.
  • Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups.
Continuous Improvement:
  • Meet individual metrics for Technical 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.
  • Solving technical customer issues around firewalls, filtering, IP Networking, Routing, VPNs, and application connectivity. Respond to firewall/network issues on a rotating on-call basis.
Qualifications:
  • 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 system.
  • Assist with troubleshooting and resolution of all tickets that can be processed from start to finish by level 1 as defined by management.
  • Works well under pressure with limited supervision while consistently displaying a professional demeanor.

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