Firewall Support Engineer

Role Overview: You will be working as a Firewall Support Level 1 providing exceptional customer service in a fast-paced multitasking service desk environment. Your responsibilities will include phone, chat, and email support, logging and tracking communications in the ticketing system, troubleshooting hardware, software, and communication issues, and continuously improving processes. Key Responsibilities: - Provide phone/chat/email support to customers. - Consistently apply handling processes. - Log and track all communications into the ticketing system. - Establish quality working relationships with customers. - Resolve caller inquiries by utilizing established procedures and interacting with support groups. - Troubleshoot and resolve hardware, software, and communication issues. - Meet individual metrics for Level 1 Support Engineer. - Identify and suggest process improvements. - Participate in departmental training activities. - Monitor performance, capacity, and availability of firewalls. - Recommend improvements in technologies and practices. - Perform incident, problem, and change management process for firewalls. - Improve customer satisfaction metrics. Qualifications: - 2 to 6 years of experience in Firewall Support preferred. - Provide excellent first-line customer service. - Great interpersonal skills and superior customer service skills. - Works well under pressure with limited supervision. - Ability to follow processes and escalate issues consistently. - Experienced in Windows operating systems and TCP/IP networking concepts. - High level of ethics and integrity. - Scheduling flexibility required. Role Overview: You will be working as a Firewall Support Level 1 providing exceptional customer service in a fast-paced multitasking service desk environment. Your responsibilities will include phone, chat, and email support, logging and tracking communications in the ticketing system, troubleshooting hardware, software, and communication issues, and continuously improving processes. Key Responsibilities: - Provide phone/chat/email support to customers. - Consistently apply handling processes. - Log and track all communications into the ticketing system. - Establish quality working relationships with customers. - Resolve caller inquiries by utilizing established procedures and interacting with support groups. - Troubleshoot and resolve hardware, software, and communication issues. - Meet individual metrics for Level 1 Support Engineer. - Identify and suggest process improvements. - Participate in departmental training activities. - Monitor performance, capacity, and availability of firewalls. - Recommend improvements in technologies and practices. - Perform incident, problem, and change management process for firewalls. - Improve customer satisfaction metrics. Qualifications: - 2 to 6 years of experience in Firewall Support preferred. - Provide excellent first-line customer service. - Great interpersonal skills and superior customer service skills. - Works well under pressure with limited supervision. - Ability to follow processes and escalate issues consistently. - Experienced in Windows operating systems and TCP/IP networking concepts. - High level of ethics and integrity. - Scheduling flexibility required.