Cybersecurity System Administrator

1 week ago

Bareilly, Uttar Pradesh, India beBeeNetwork Full time ₹ 60,00,000 - ₹ 1,20,00,000

Key role in a cybersecurity team, focusing on providing customer support for remote access internet VPN products, managed security and network services, Software as a Service Products (SaaS).

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 customers.
    • Follow defined standards to resolve problems.
    • Escalate issues within defined standards.
  • Level I Support:
    • Research and resolve caller inquiries using established procedures and user manuals.
    • Troubleshoot and resolve hardware, software, and communications issues by interacting with application end users and vendors.
    Continuous Improvement
    • Meet individual metrics for Level 1 Support Engineer.
    • Identify and suggest process improvements as needed.
    • Participate in departmental training activities, including training programs in support of new technologies 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.
    • Effective interpersonal and consulting skills to align customer needs with solutions.
    • Hands-on experience with Meraki and Fortinet firewalls.
    • Ability to collaborate effectively in a dynamic team environment.
    Requirements
    • Excellent first line customer service.
    • Respond to chats, emails, and phone calls consistently.
    • Enter relevant data from customer contact channels into tracking systems.
    • Assist with troubleshooting and resolution of tickets that can be processed from start to finish by level 1.
    • Great interpersonal skills; superior customer service skills; excellent multi-channel communication skills.
    • Works well under pressure with limited supervision while displaying a professional demeanor.
    • Ability to follow processes and escalate issues consistently.
    • Resolve external technical requests, protecting data integrity, and assisting with proprietary data transfers.
    • Support the technical management team with call data analysis.
    • Experienced in Windows operating systems.
    • Familiar with TCP/IP and networking concepts.
    • High level of ethics and integrity.

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