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Firewall Support
VikingCloud
posted 4mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
1. P hone/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.
2. 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.
3. 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.
Responsibilities
4. 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 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
- 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.
Employment Type: Full Time, Permanent
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based on 14 employees
Flexible timing
Monday to Friday
No travel
Day Shift
VikingCloud Benefits
Soft Skill Training 
Gymnasium 
Work From Home 
Team Outings 
Education Assistance 
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