As a Junior Firewall Engineer, you oversee daily operation of support desk functions that includes taking calls as first level support, properly entering call problems in the management system, solving user problems, proper escalation of open problems and dealing with hostile users. Also, you will participate in preventative maintenance, troubleshooting, configuring and providing technical support for end-users.

Entry Level knowledge of Firewalls, Switches, and Networking in general is required. Must be detail-oriented and must be able to work well in a team environment.


  • Provide helpful and professional assistance to customers via phone
  • Create or update Help Desk tickets as required for phone calls
  • Document all calls, actions, and any relevant information in ticket notes
  • Handle tickets created by customers via email
  • Follow up on existing tickets proactively and within specified time frames
  • Resolve or escalate tickets in a timely fashion, within SLA guidelines
  • Interact with other departments and teams, collaborating on tickets or solutions
  • Evaluate customers’ needs and determine the appropriate action
  • Troubleshoot complex technical issues with customers via phone
  • Understand and follow security and other guidelines for customers’ accounts
  • Process Voicemails, creating or updating Help Desk tickets as necessary
  • Write and send customized email responses to customers for specific situations
  • Understand and adhere to Netsurion policies and procedures
  • Place outbound calls to resolve internally-detected issues


  • Ability to learn and be trained on a wide range of technical and proprietary processes
  • Strong English written and verbal communication skills
  • Deep understanding of technical concepts within networking environments as well as security, risk and compliance
  • Be professional and courteous at all times, especially when speaking or conversing with customers
  • Ability to be patient and diplomatic while troubleshooting customer issues
  • Ability to articulate complex ideas to both technical and non-technical customers
  • Idea to understand complex ideas when poorly articulated by non-technical customers
  • Ability to prioritize based on customers’ needs and supervisor direction, and change priorities as needed throughout the day
  • Knowledge of at least some of the following:
    • General computer systems
      • PCs, laptops, mobile devices
    • Current and recent Operating Systems
      • Windows, Mac OS, Linux
    • Routing Protocols and concepts
      • Static and Dynamic routing, Distance, Priority, routing table, Default Gateway
    • Switching Protocols and concepts
      • VLAN, Trunks and link bonding, Spanning Tree and RSTP, MAC Address table, ARP
    • Networking Protocols and concepts
      • Network troubleshooting tools such as PING, TRACEROUTE, NSLOOKUP, IPCONFIG, etc.
    • OSI Model – Advanced understanding of layers 1-4
    • Subnetting and Supernetting
    • Firewall rules and policies, Access Lists

Experience and Standards

  • Bachelor’s degree in computer science is preferred but not required
  • Minimum 0-2 years in networking
  • Experience working in a help desk / call center environment is preferred
  • Industry certifications such as CCNP, CCDA, JNCIS-E, Fortinet NSE are preferred

Netsurion is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by applicable law.