VikingCloud - Firewall Support Engineer - Ticketing System (2-6 yrs)

Shift Time: 7:30 PM to 4:30AM (with monthly shift change roaster).

Work Mode:- Work from office.

This Position.

Firewall support Level 1 provides excellent customer service for a fast-paced multitasking service desk environment that supports remote access internet VPN products, managed security and network services, Software as a Service Products (SaaS), with high first call resolution.

Role & 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 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 on-line 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, TCPIP (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 customers 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.

Qualifications :

- 2 to 6 years of experience in Firewall Support are preferred.

- Provide excellent first line customer service.

- Respond to all chats, emails, and phone calls consistently.

- Enter all relevant data from customer contact channels into tracking system.

- 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.