Security and Network Services Specialist

2 weeks ago

Allahabad, Uttar Pradesh, India beBeeSupport Full time ₹ 8,00,000 - ₹ 12,00,000
Job Overview

This position provides top-notch customer service in a fast-paced multitasking environment that supports remote access internet VPN products, managed security and network services, Software as a Service Products (SaaS), with high first call resolution.

Key Responsibilities
  1. Customer Interaction:
  • Apply consistent handling processes to meet customer expectations.
  • Log and track all communications received into the ticketing system for accurate issue resolution.
  • Establish strong relationships with a diverse range of customers through effective communication.
  • Follow defined standards to resolve a specific set of problems efficiently.
  • Escalate issues within the defined standards to ensure timely resolution.
Technical Support:
  • Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups.
  • Troubleshoot and resolve hardware, software, and communications issues by collaborating 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 to enhance overall performance.
  • Participate in departmental training activities, including training programs in support of new technologies, procedures, and customer service enhancements.
Required Skills and Qualifications
  • 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 with tactical and strategic solutions.
  • Hands-on experience with Meraki and Fortinet firewalls.
  • Ability to collaborate effectively 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, requiring work outside traditional hours, including weekends and holidays.
  • Monitor performance, capacity, and availability of firewalls on an ongoing basis and recommend improvements.
  • Maintain awareness of trends and new developments 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.
  • Firewall and VPN Management
  • Perform incident, problem, and change management processes for firewalls according to ITIL standards.
  • Improve customer satisfaction metric through stable transparent service.

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