Firewall Technical Specialist

12 hours ago

Thoothukudi, Tamil Nadu, India beBeeTechnical Full time ₹ 8,00,000 - ₹ 12,00,000
Firewall Technical Specialist

This role provides excellent customer service for a fast-paced multitasking technical environment that supports remote access internet VPN products, managed security and network services, software as a service products (SaaS), with high first call resolution.

  • Customer Service
    • Apply handling processes consistently.
    • Log and track all communications received into the ticketing system.
    • Establish a quality working relationship with a variety of customers.
    • Follow defined standards to resolve a specific set of problems.
  • Technical Support
    • Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing online applications, or interacting with internal and external support groups.
    • Troubleshoot and resolve hardware, software, and communications issues by interacting with application end users, application engineers, system engineers, and hardware/software vendors.
  • Continuous Improvement
    • Meet individual metrics for technical specialist.
    • 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.
  • Key Skills
    • Knowledge and experience 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 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.
    • Firewall Implementation and Support
      • Installing managed network solutions including Fortinet firewalls.
      • Making changes to firewalls in support of customer's needs.
      • Solving technical customer issues around firewalls, filtering, IP networking, routing, VPNs, and application connectivity.
    • Incident Management
      • Perform incident, problem, and change management process for firewalls according to ITIL standards.
      • Improve customer satisfaction metric through stable transparent service.

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