Firewall Support (Level 1)

Firewall Support (on Call Support)

Location: Vadodara, India Office

Shift Time: US Shift time

Number of Position: 05

This Position

Firewall support Level 1 provides excellent customer service for a fast-paced multitasking service desk environment that supports remote access internet VPN products, managed security and network services, Software as a Service Products (SaaS), with high first call resolution.

Responsibilities

1. Phone/Chat/Email Support

• Apply handling processes consistently.
• Log and track all communications received into the ticketing system.
• Establish a quality working relationship with a variety of customers.
• Follow defined standards to resolve a specific set of problems.
• Follow defined standards to collect and follow up on escalated issues.
• Escalate issues within the defined standards.

2. Level I Support

• Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups.
• Troubleshoot and resolve hardware, software, and communications issues by interacting with application end users, application engineers, system engineers and hardware / software vendors.

3. Continuous Improvement

• Meet individual metrics for Level 1 Support Engineer
• Identify and suggest process improvements as they arise.
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements.

4. Technical Skills

• Knowledge and experience with network protocols and concepts including SSH, FTP, ICMP, TCPIP (IPv4 & IPv6), Network Address Translation (NAT), SNMP, IPSec, GRE, QoS, and VLANs.
• Ability to interpret output from network traffic analysis tools such as Ethereal (Wireshark)
• Effective interpersonal and consulting skills to be used to align customer needs to tactical and strategic solutions.
• Hands-on experience with Meraki and Fortinet firewalls.
• Ability to effectively collaborate in a dynamic team environment.
• Firewall Implementation and Support
• Installing Managed Network Solutions including Fortinet firewalls.
• Making changes to firewalls in support of customer’s needs.
• Solving technical customer issues around firewalls, filtering, IP Networking, Routing, VPNs, and application connectivity.
• Respond to firewall/network issues on a rotating on-call basis. This will, depending on the situation, may require work outside the traditional work hours, including weekends and holidays, and will require carrying and responding to a cell phone or other contact device, as determined by management.
• Monitor performance, capacity, and availability of the firewalls on an ongoing basis. Recommend improvements in technologies and practices to increase these metrics.
• Maintain awareness of and familiarity with trends and new developments in technologies used in, or appropriate for use in, firewall support and operating infrastructure.
• Work with other technical staff to develop firewall architectures, technologies, and quality assurance policies and procedures.
• Deliver better than agreed customer SLAs.
• Firewall and VPN Management
• Perform incident, problem, and change management process for firewalls according to ITIL standards.
• Improve customer satisfaction metric, through stable transparent service

Qualifications

• Provide excellent first line customer service.
• Respond to all chats, emails, and phone calls consistently.
• Enter all relevant data from customer contact channels into tracking system.
• Assist with troubleshooting and resolution of all tickets that can be processed from start to finish by level 1 as defined by management.
• Great interpersonal skills; superior customer service skills; excellent multi-channel communication skills.
• Works well under pressure with limited supervision while consistently displaying a professional demeanor.
• Ability to follow processes and escalate issues consistently.
• Resolve a variety of external technical requests including virtual private networks, protecting data integrity, and assisting the retail industry with the send/receive of proprietary data.
• Support the technical management team with call data analysis.
• Experienced in Windows operating systems.
• Familiar with TCP/IP and networking concepts.
• High level of ethics and integrity.
• Scheduling flexibility required.

We are an Equal Opportunity Employer