Network Security Specialist

This role offers an exceptional customer service experience for a dynamic and fast-paced environment.

We are seeking a skilled professional to provide support for remote access internet VPN products, managed security, and network services, as well as Software as a Service Products (SaaS), with a focus on high first call resolution.

• Responsibilities:
  • Customer Support: Respond to all chats, emails, and phone calls consistently, log and track all communications received into the ticketing system, establish a quality working relationship with customers, follow defined standards to resolve specific issues, escalate issues within defined standards.
  • Level I 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 Level 1 Support Engineer, 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.
• Technical 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 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 needs, solving technical customer issues around firewalls, filtering, IP networking, routing, VPNs, and application connectivity, respond to firewall/network issues on a rotating on-call basis, monitor performance, capacity, and availability of firewalls on an ongoing basis, recommend improvements in technologies and practices to increase these metrics, maintain awareness of and familiarity with trends and new developments in technologies used in or appropriate for use in firewall support and operating infrastructure, work with other technical staff to develop firewall architectures, technologies, and quality assurance policies and procedures, deliver better than agreed customer SLAs, perform incident, problem, and change management process for firewalls according to ITIL standards, improve customer satisfaction metric through stable transparent service.
• Qualifications: Provide excellent first line customer service, assist with troubleshooting and resolution of all tickets that can be processed from start to finish by level 1 as defined by management, great interpersonal skills; superior customer service skills; excellent multi-channel communication skills, works well under pressure with limited supervision while consistently displaying a professional demeanor, ability to follow processes and escalate issues consistently, resolve a variety of external technical requests including virtual private networks, protecting data integrity, and assisting the retail industry with the send/receive of proprietary data, 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, scheduling flexibility required.

Firewall Expertise

Our ideal candidate will possess expertise in firewall implementation, configuration, and support, including knowledge of Meraki and Fortinet firewalls. They will also have experience with network protocols and concepts, as well as effective interpersonal and consulting skills to align customer needs to tactical and strategic solutions.