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

About VikingCloud

VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective risk mitigation decisions – faster. Powered by the Asgard Platform, the industry’s largest repository of anonymized cybersecurity and compliance event data, we continuously monitor and analyze over 6+ billion online events every day.

VikingCloud is the one-stop partner trusted by 4+ million customers to provide the predictive intelligence and competitive edge they need to stay one step ahead of cybersecurity and compliance disruptions to their business. Our 1,000 dedicated cybersecurity and compliance expert advisors understand that it’s not just about technology. It’s about transacting business and delivering an exceptional customer experience every day, without fail. That’s the measurable value we deliver. And that’s what we call, Business Uninterrupted.

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
• 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.