
Dedicated Firewall Network Expert
2 days ago
About the Job
We provide integrated solutions for informed risk mitigation decisions.
Our cybersecurity expert advisors understand exceptional customer experiences are crucial. As a Firewall Support Specialist, you'll work in a fast-paced multitasking environment supporting VPN products, managed security and network services, with high first call resolution.
Your Responsibilities
- Provide top-notch customer service via phone, chat, and email.
- Log and track all communications into our ticketing system.
- Establish quality working relationships with customers.
- Follow defined standards to resolve problems.
- Educate customers on best practices and procedures.
- Escalate issues within defined standards.
- Research and resolve caller inquiries using established procedures, user manuals, online applications, or internal/external support groups.
- Troubleshoot hardware, software, and communications issues by interacting with application end users, engineers, and vendors.
Key Skills and Requirements
- Knowledge of network protocols (SSH, FTP, ICMP, TCP/IP, NAT, SNMP, IPSec, GRE, QoS, VLANs).
- Interpretation skills for network traffic analysis tools (Ethereal/Wireshark).
- Effective interpersonal and consulting skills for tactical and strategic solutions.
- Familiarity with Meraki and Fortinet firewalls.
- Collaborative team environment skills.
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