Firewall Support (Level 1)

Firewall Support (on Call Support)

Location : Vadodara, India Office

Shift Time : 24 / 7 set up (with monthly shift change roaster)

Number of Position : 02

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

• 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.
• 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

4. Technical Skills

Qualifications