Protective Firewall Guardian

A leading organization seeks a skilled Firewall Support Specialist to provide exceptional customer service and resolve technical issues.

The successful candidate will be responsible for handling phone, chat, and email support, ensuring high first call resolution rates while consistently applying best practices and logging/tracking all communications into the ticketing system.

You will work closely with customers to establish quality working relationships, follow defined standards to resolve specific problems, and escalate issues within established guidelines.

• Troubleshoot and resolve hardware, software, and communications issues by interacting with application end users, application engineers, system engineers, and hardware/software vendors.
• Research and resolve caller inquiries using established procedures, user manuals, online applications, or internal/external support groups.

Key responsibilities include:

• Phone/Chat/Email Support
  • Apply best practices 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.
  • Follow defined standards to collect and follow up on escalated issues.
  • Escalate issues within the 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 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.
  • Respond to firewall/network issues on a rotating on-call basis. This will, depending on the situation, may require work outside the traditional work hours, including weekends and holidays, and will require carrying and responding to a cell phone or other contact device, as determined by management.
  • Monitor performance, capacity, and availability of the 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.
  • Firewall and VPN Management
  • Perform incident, problem, and change management process for firewalls according to ITIL standards.
  • Improve customer satisfaction metric, through stable transparent service.