Firewall Support Specialist

2 weeks ago

Mangalore, Karnataka, India beBeeFirewall Full time ₹ 40,00,000 - ₹ 70,00,000
Job Description">

Firewall Engineers are responsible for providing expert technical support to customers worldwide. This role is ideal for individuals who enjoy working in a fast-paced environment and have a strong passion for problem-solving.

As a Firewall Engineer, you will be part of a dynamic team that supports remote access internet VPN products, managed security and network services, and Software as a Service Products (SaaS). Your primary goal will be to deliver excellent customer service and resolve technical issues promptly.

  1. Key Responsibilities
  • Provide top-notch technical support via phone, chat, or email to customers experiencing firewall-related issues.
  • Log and track all customer communications into the ticketing system to ensure seamless issue resolution.
  • Establish a positive working relationship with customers and follow defined standards to resolve specific problems.
  • Escalate complex issues within the defined timeframe and follow up on escalated issues.
  • Perform incident, problem, and change management processes according to ITIL standards.
  1. Required Skills and Qualifications
  • Demonstrate expertise in network protocols and concepts, including SSH, FTP, ICMP, TCP/IP (IPv4 & IPv6), Network Address Translation (NAT), SNMP, IPSec, GRE, QoS, and VLANs.
  • Have hands-on experience with Meraki and Fortinet firewalls and demonstrate the ability to interpret output from network traffic analysis tools such as Ethereal (Wireshark).
  • Possess excellent interpersonal and consulting skills to align customer needs with tactical and strategic solutions.
  • Be able to effectively collaborate in a dynamic team environment and respond to firewall/network issues on a rotating on-call basis.
  1. Benefits
  • Competitive compensation package and benefits.
  • Opportunities for professional growth and development.
  • A supportive and collaborative work environment.
  1. Others

Interested candidates should possess a high level of ethics and integrity, excellent multi-channel communication skills, and the ability to work well under pressure with limited supervision.

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