2.0 - 6.0 years

0 Lacs

vadodara, gujarat

On-site

As a Firewall Support Level 1 Engineer, your primary responsibility is to provide exceptional customer service in a fast-paced service desk environment that handles remote access internet VPN products, managed security and network services, and Software as a Service Products (SaaS). You will be expected to achieve high first call resolution rates and ensure customer satisfaction through effective communication and problem-solving skills. Your role will involve providing support via phone, chat, and email channels, following established handling processes, logging and tracking all communications in the ticketing system, and establishing strong relationships with customers. You will be required to troubleshoot and resolve hardware, software, and communication issues, escalate problems as necessary, and participate in continuous improvement initiatives. To excel in this role, you should possess knowledge and experience with various network protocols and concepts, including SSH, FTP, ICMP, TCP/IP, NAT, SNMP, IPSec, GRE, QoS, and VLANs. Hands-on experience with Meraki and Fortinet firewalls is essential, along with the ability to collaborate effectively in a team environment. In addition to providing Level 1 support, you will be involved in firewall implementation and support, managing network solutions, resolving technical customer issues, and monitoring the performance and availability of firewalls. Your responsibilities will also include incident, problem, and change management processes for firewalls, adhering to ITIL standards, and improving customer satisfaction metrics. Ideally, you should have 2 to 6 years of experience in Firewall Support, excellent customer service skills, proficiency in Windows operating systems, familiarity with TCP/IP and networking concepts, and a high level of ethics and integrity. Scheduling flexibility is required, as the role may involve work outside traditional hours and on-call rotations. If you are looking for a challenging yet rewarding role where you can utilize your technical skills, provide top-notch customer service, and contribute to the continuous improvement of firewall support services, this position may be the perfect fit for you.,

Posted 1 week ago

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