VikingCloud Firewall Support Engineer

Job description

<p><p><b>Location : </b> Vadodara (on Call Support).<br/><br/> <b>Shift Time : </b> Rotational Shift (24/7).<br/><br/> <b>Work Mode : </b> Work from office.</p><br/><p>This Position :</p><p><br/></p><p>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.</p><br/><p><b>Role & responsibilities :</b></p><p><br/></p><p>- Phone/Chat/Email Support.</p><p><br/></p><p>- Apply handling processes consistently.<br/><br/></p><p>- Log and track all communications received into the ticketing system.<br/><br/></p><p>- Establish a quality working relationship with a variety of customers.<br/><br/></p><p>- Follow defined standards to resolve a specific set of problems.<br/><br/></p><p>- Follow defined standards to collect and follow up on escalated issues.<br/><br/></p><p>- Escalate issues within the defined standards.</p><br/><p><b>Level I Support :</b></p><p><br/></p><p>- Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups.</p><p><br/></p><p>- Troubleshoot and resolve hardware, software, and communications issues by interacting with application end users, application engineers, system engineers and hardware / software vendors.</p><br/><p><b>Continuous Improvement :</b></p><p><br/></p><p>- Meet individual metrics for Level 1 Support Engineer.</p><p><br/></p><p>- Identify and suggest process improvements as they arise.<br/><br/></p><p>- Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements.</p><br/><p><b>Technical Skills :</b></p><p><br/></p><p>- 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.</p><p><br/></p><p>- Ability to interpret output from network traffic analysis tools such as Ethereal (Wireshark).<br/><br/></p><p>- Effective interpersonal and consulting skills to be used to align customer needs to tactical and strategic solutions.<br/><br/></p><p>- Hands-on experience with Meraki and Fortinet firewalls.<br/><br/></p><p>- Ability to effectively collaborate in a dynamic team Implementation and Support :</b></p><p><br/></p><p>- Installing Managed Network Solutions including Fortinet firewalls.</p><p><br/></p><p>- Making changes to firewalls in support of customers needs.<br/><br/></p><p>- Solving technical customer issues around firewalls, filtering, IP Networking, Routing, VPNs, and application connectivity.<br/><br/></p><p>- Respond to firewall/network issues on a rotating on-call basis.<br/><br/></p><p>- 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.<br/><br/></p><p>- Monitor performance, capacity, and availability of the firewalls on an ongoing basis.<br/><br/></p><p>- Recommend improvements in technologies and practices to increase these metrics.<br/><br/></p><p>- Maintain awareness of and familiarity with trends and new developments in technologies used in, or appropriate for use in, firewall support and operating infrastructure.<br/><br/></p><p>- Work with other technical staff to develop firewall architectures, technologies, and quality assurance policies and procedures.<br/><br/></p><p>- Deliver better than agreed customer SLAs.</p><br/><p><b>Firewall and VPN Management :</b></p><p><br/></p><p>- Perform incident, problem, and change management process for firewalls according to ITIL standards.</p><p><br/></p><p>- Improve customer satisfaction metric, through stable transparent service.</p><br/><p><b>Qualifications :</b></p><p><br/></p><p>- 2 to 6 years of experience in Firewall Support are preferred.</p><p><br/></p><p>- Provide excellent first line customer service.<br/><br/></p><p>- Respond to all chats, emails, and phone calls consistently.<br/><br/></p><p>- Enter all relevant data from customer contact channels into tracking system.<br/><br/></p><p>- Assist with troubleshooting and resolution of all tickets that can be processed from start to finish by level 1 as defined by management.<br/><br/></p><p>- Great interpersonal skills; superior customer service skills; excellent multi-channel communication skills.<br/><br/></p><p>- Works well under pressure with limited supervision while consistently displaying a professional demeanor.<br/><br/></p><p>- Ability to follow processes and escalate issues consistently.<br/><br/></p><p>- Resolve a variety of external technical requests including virtual private networks, protecting data </p><p>integrity, and assisting the retail industry with the send/receive of proprietary data.<br/><br/></p><p>- Support the technical management team with call data analysis.<br/><br/></p><p>- Experienced in Windows operating systems.<br/><br/></p><p>- Familiar with TCP/IP and networking concepts.<br/><br/></p><p>- High level of ethics and integrity.<br/><br/></p><p>- Scheduling flexibility required.</p><br/></p> (ref:hirist.tech)

Required Skill Profession

Computer Occupations