Network Support Specialist

12 hours ago

Mount Abu, Rajasthan, India beBeeCustomer Full time ₹ 40,00,000 - ₹ 65,00,000
Job Overview

This role is part of a fast-paced support team providing excellent customer service for remote access internet VPN products, managed security and network services, Software as a Service Products (SaaS), with high first call resolution.

Main Responsibilities
  1. Apply consistent handling processes.
  2. Log and track all communications received into the ticketing system.
  3. Establish quality working relationships with various customers.
  4. Resolve specific problems according to defined standards.
  • Collect and follow up on escalated issues following defined standards.
  • Evaluate and escalate issues within defined parameters.
Troubleshooting and Support
  1. Research and resolve caller inquiries by using established procedures, user manuals, and online resources.
  • Troubleshoot and resolve hardware, software, and communications issues through collaboration with internal and external support groups.
Continuous Improvement
  • Maintain individual metrics for Level 1 Support Engineers.
  • Suggest process improvements as they arise.
  • Participate in departmental training activities including training programs for new technologies, procedures, and customer service enhancements.
Key Technical Skills
  • Familiarity with network protocols and concepts, including SSH, FTP, ICMP, TCP/IP (IPv4 & IPv6), Network Address Translation (NAT), SNMP, IPSec, GRE, QoS, and VLANs.
  • Ability to interpret output from network traffic analysis tools like Ethereal/Wireshark.
  • Effective interpersonal and consulting skills for aligning customer needs to solutions.
  • Hands-on experience with Meraki and Fortinet firewalls.
  • Collaboration in dynamic team environments.
  • Firewall implementation and support.
  • Managed network solution installation, including Fortinet firewalls.
  • Changes to firewalls based on customer requirements.
  • Troubleshooting technical customer issues related to firewalls, filtering, IP networking, routing, VPNs, and application connectivity.
  • On-call response to firewall/network issues, potentially outside traditional work hours.
  • Monitoring firewall performance, capacity, and availability.
  • Recommendations for improving these metrics through technology and practice.
  • Awareness of and familiarity with trends in relevant technologies.
  • Development of firewall architectures, technologies, and quality assurance policies with other technical staff.
  • Delivering customer SLAs.

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