Job
Description
Role Overview: As a Firewall Support Level 1 in Vadodara, India Office working in US Shift time, you will be responsible for providing excellent customer service for a range of network services and products. Your role will involve handling phone, chat, and email support, resolving hardware and software issues, and continuously improving processes to enhance customer satisfaction. Key Responsibilities: - Provide phone/chat/email support and consistently apply handling processes. - Log and track all communications into the ticketing system. - Establish quality working relationships with customers and resolve issues within defined standards. - Research and resolve inquiries utilizing established procedures and interacting with support groups. - Troubleshoot and resolve hardware, software, and communications issues. - Meet individual metrics for Level 1 Support Engineer and suggest process improvements. - Participate in training activities for new technologies and customer service enhancements. - Possess knowledge and experience with network protocols, network traffic analysis tools, and firewalls like Meraki and Fortinet. - Install and make changes to firewalls to support customer needs. - Respond to firewall/network issues on a rotating on-call basis, including weekends and holidays. - Monitor performance, capacity, and availability of firewalls and recommend improvements. - Perform incident, problem, and change management processes for firewalls according to ITIL standards. - Improve customer satisfaction through stable transparent service. Qualifications: - Provide excellent first-line customer service and consistently respond to all communication channels. - Enter relevant data into the tracking system and assist with troubleshooting and resolution of tickets. - Possess great interpersonal skills, superior customer service skills, and excellent communication skills. - Work well under pressure with limited supervision and display a professional demeanor. - Follow processes, escalate issues consistently, and resolve various technical requests. - Support the technical management team with call data analysis. - Have experience in Windows operating systems, familiarity with TCP/IP and networking concepts, and a high level of ethics and integrity. - Scheduling flexibility is required. (Note: The additional details of the company were not provided in the job description.) Role Overview: As a Firewall Support Level 1 in Vadodara, India Office working in US Shift time, you will be responsible for providing excellent customer service for a range of network services and products. Your role will involve handling phone, chat, and email support, resolving hardware and software issues, and continuously improving processes to enhance customer satisfaction. Key Responsibilities: - Provide phone/chat/email support and consistently apply handling processes. - Log and track all communications into the ticketing system. - Establish quality working relationships with customers and resolve issues within defined standards. - Research and resolve inquiries utilizing established procedures and interacting with support groups. - Troubleshoot and resolve hardware, software, and communications issues. - Meet individual metrics for Level 1 Support Engineer and suggest process improvements. - Participate in training activities for new technologies and customer service enhancements. - Possess knowledge and experience with network protocols, network traffic analysis tools, and firewalls like Meraki and Fortinet. - Install and make changes to firewalls to support customer needs. - Respond to firewall/network issues on a rotating on-call basis, including weekends and holidays. - Monitor performance, capacity, and availability of firewalls and recommend improvements. - Perform incident, problem, and change management processes for firewalls according to ITIL standards. - Improve customer satisfaction through stable transparent service. Qualifications: - Provide excellent first-line customer service and consistently respond to all communication channels. - Enter relevant data into the tracking system and assist with troubleshooting and resolution of tickets. - Possess great interpersonal skills, superior customer service skills, and excellent communication skills. - Work well under pressure with limited supervision and display a professional demeanor. - Follow processes, escalate issues consistently, and resolve various technical requests. - Support the technical management team with call data analysis. - Have experience in Windows operating systems, familiarity with TCP/IP and networking concepts, and a high level of ethics and integrity. - Scheduling flexibility is required. (Note: The additional details of the company were not provided in the job description.)
