VikingCloud - Firewall Support Engineer - Ticketing System

Shift Time : 7:30 PM to 4:30AM (with monthly shift change roaster). 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 withMeraki 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 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)

Location: vadodara, IN

Posted Date: 4/1/2025