
Network Security Specialist
1 day ago
You will provide exceptional customer service in a fast-paced multitasking environment supporting remote access internet VPN products, managed security and network services, Software as a Service Products (SaaS), with high first call resolution.
Key responsibilities include phone chat email support handling processes consistently logging and tracking all communications received into the ticketing system establishing quality working relationships with customers following defined standards to resolve specific problems and escalate issues within defined standards.
- Phone Chat Email Support
You will research and resolve caller inquiries by utilizing established procedures user manuals on-line applications or interacting with internal external support groups troubleshoot and resolve hardware software communications issues by interacting with application end users engineers system engineers hardware software vendors.
Continuous Improvement Responsibilities:
- Meet individual metrics for Level 1 Support Engineer
- Identify suggest process improvements as they arise participate in departmental training activities including training programs in support of new technologies procedures customer service enhancements.
Technical Skills Include:
- Knowledge experience with network protocols concepts including SSH FTP ICMP TCP/IP IPv4 IPv6 NAT SNMP IPSec GRE QoS VLANs
- Ability to interpret output from network traffic analysis tools like Ethereal Wireshark
- Effective interpersonal consulting skills to align customer needs to tactical strategic solutions
- Hands-on experience with Meraki Fortinet firewalls installing managed network solutions including Fortinet firewalls making changes to firewalls in support of customer needs solving technical customer issues around firewalls filtering IP Networking Routing VPNs application connectivity responding to firewall network issues on a rotating on-call basis monitoring performance capacity availability of firewalls on an ongoing basis recommending improvements in technologies practices to increase these metrics.
- Work with other technical staff to develop firewall architectures technologies quality assurance policies procedures deliver better than agreed customer SLAs improve customer satisfaction metric through stable transparent service perform incident problem change management process for firewalls according to ITIL standards.
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