Level 2 Helpdesk Technician

Key Responsibilities: Provide Level 2 technical support to end-users and clients, troubleshooting escalated IT issues efficiently. • Communicate effectively with US-based clients, ensuring clear, professional, and timely responses. • Configure, manage, and troubleshoot firewalls (Fortinet, Palo Alto, Cisco, or equivalent) . • Deploy, monitor, and maintain Data Loss Prevention (DLP) solutions to ensure data security and compliance. Implement and manage Remote Monitoring and Management (RMM) solutions for proactive system monitoring and support. • Administer and optimize ticketing portals, ensuring timely responses and resolution of client issues • Collaborate with Level 1 support teams to handle escalations and provide advanced troubleshooting. • Assist in IT infrastructure improvements, security updates, and best practices implementation. • Document technical issues, resolutions, and procedures for internal knowledgesharing. Required Skills & Experience: Excellent communication skills (written and verbal) are the most important requirement, as this role involves direct interaction with US-based clients. 2+ years of hands-on experience in IT helpdesk or technical support. Strong expertise in configuring and troubleshooting firewalls (Fortinet, Palo Alto, Cisco, SonicWall, etc.). • Experience with DLP solutions (Symantec, McAfee, Digital Guardian, etc.). • Proficiency in RMM tools (NinjaOne, ConnectWise, N-able, or similar platforms). Familiarity with ticketing systems like ServiceNow, Zendesk, Freshdesk, or equivalent. • Solid understanding of networking concepts (TCP/IP, VPN, VLANs, DNS, DHCP). Ability to work independently, manage priorities, and handle escalated technical issues efficiently. • Strong troubleshooting and documentation skill Preferred Qualifications: • Certifications such as CompTIA Security+, CCNA, Fortinet NSE, or equivalent are a plus. • Experience in a Managed Services Provider (MSP) environment is highly desirable. • Knowledge of additional cybersecurity tools and best practices. How to Apply: Interested candidates are invited to send their resumes to recruitment@safeaeon.com. Please mention Level 2 Helpdesk Technician- [Your Name] in the subject line