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VikingCloud - Firewall Support Engineer

VikingCloud - Firewall Support Engineer

VikingCloudBaroda
22 days ago
Job description

Location : Vadodara (on Call Support).

Shift Time : Rotational Shift (24 / 7).

Work Mode : Work from office.

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.

Role & 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.

    • 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.

    • 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 Implementation and Support :
  • Installing Managed Network Solutions including Fortinet firewalls.
  • Making changes to firewalls in support of customers 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 :

  • 2 to 6 years of experience in Firewall Support are preferred.
  • 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.

    • (ref : hirist.tech)

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    Support Engineer • Baroda

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