
Network Firewall Specialist
2 days ago
This role entails providing top-notch customer service in a fast-paced multitasking environment that supports internet access, managed security and network services, Software as a Service Products (SaaS), with high first call resolution.
Key Responsibilities- Phone/Chat/Email Support
- Apply handling processes consistently
- Log and track all communications received into the ticketing system
- Establish a quality working relationship with various customers
- Follow defined standards to resolve specific problems
- 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
Essential Skills
- Knowledge and experience with network protocols and concepts including SSH, FTP, ICMP, TCP/IP, 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 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 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
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