Level 2 Helpdesk Technician

As a Level 2 Helpdesk Technician at SafeAeon, a leading provider of IT and cybersecurity solutions, your role will involve providing expert IT support to US-based clients. You will be responsible for troubleshooting escalated IT issues efficiently and communicating effectively with clients. **Key Responsibilities:** - Providing Level 2 technical support to end-users and clients. - Configuring, managing, and troubleshooting firewalls (Fortinet, Palo Alto, Cisco, or equivalent). - Deploying, monitoring, and maintaining Data Loss Prevention (DLP) solutions. - Implementing and managing Remote Monitoring and Management (RMM) solutions. - Administering and optimizing ticketing portals for timely issue resolution. - Collaborating with Level 1 support teams for escalations and advanced troubleshooting. - Assisting in IT infrastructure improvements and security updates. - Documenting technical issues, resolutions, and procedures for internal knowledge sharing. **Qualifications Required:** - Excellent communication skills (written and verbal) for interacting with US-based clients. - 2+ years of hands-on experience in IT helpdesk or technical support. - Strong expertise in configuring and troubleshooting firewalls and DLP solutions. - Proficiency in RMM tools and familiarity with ticketing systems. - Solid understanding of networking concepts and strong troubleshooting skills. Preferred qualifications include certifications like CompTIA Security+, CCNA, or Fortinet NSE, and experience in a Managed Services Provider (MSP) environment. Knowledge of additional cybersecurity tools and best practices is a plus. If you are interested in joining our team, please send your resume to recruitment@safeaeon.com with the subject line "Level 2 Helpdesk Technician - [Your Name]". **Benefits:** - Provident Fund **Shifts:** - Night shift - Rotational shift - US shift Note: This job is full-time and requires in-person work.,