Firewall Support (Level 1)

In this position of Firewall Support Level 1, you will be providing excellent customer service in a fast-paced multitasking service desk environment. Your role will involve supporting remote access internet VPN products, managed security and network services, and Software as a Service Products (SaaS) with a focus on achieving high first call resolution. **Responsibilities:** - Provide phone, chat, and email support to customers. - Consistently apply handling processes and log all communications into the ticketing system. - Establish quality working relationships with customers and follow defined standards to resolve and escalate issues. - Research and resolve inquiries by utilizing established procedures, user manuals, and interacting with internal and external support groups. - Troubleshoot and resolve hardware, software, and communications issues by collaborating with different teams. - Meet individual metrics for Level 1 Support Engineer and suggest process improvements. - Participate in training programs to enhance technical skills and customer service. **Technical Skills:** - Knowledge and experience with network protocols and concepts including SSH, FTP, ICMP, TCPIP, NAT, SNMP, IPSec, GRE, QoS, and VLANs. - Ability to interpret output from network traffic analysis tools like Wireshark. - Effective interpersonal and consulting skills for aligning customer needs with solutions. - Hands-on experience with Meraki and Fortinet firewalls. - Firewall implementation and support, including making changes to firewalls and resolving technical customer issues. - Respond to firewall/network issues on a rotating on-call basis and monitor their performance, capacity, and availability. - Stay updated on trends and new developments in firewall technologies. **Qualifications:** - Provide excellent first-line customer service and consistently respond to all customer channels. - Enter all relevant data into the tracking system and assist with ticket troubleshooting and resolution. - Possess great interpersonal and communication skills and work well under pressure. - Ability to follow processes, escalate issues, and resolve technical requests. - Experienced in Windows operating systems, TCP/IP, and networking concepts. - High level of ethics, integrity, and scheduling flexibility. *Note: The company is an Equal Opportunity Employer.*,