As a Jr. 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.

Essential duties and responsibilities include the following. Other duties may be assigned.

  • 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

Competencies

  • Customer Focus
  • Critical thinking and information assessment
  • Quality of work and productivity
  • Effective Communication
  • Cooperation and working well with others
  • Team Leadership

Technical requirements

  • 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
    • TCP, UDP, DHCP, DNS, VPN, ICMP, TELNET, SSH FTP, HTTP(s), IPSEC, SSL, etc.
    • 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

Education and Experience

  • 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

Certificates, Licenses, other

  • Industry certifications such as CCNP, CCDA, Fortinet NSE are preferred
  • Network+ or similar preferred

Language Ability

Ability to read and comprehend simple instructions, short correspondence, and memos in English. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to other employees of the organization. Ability to prioritize tasks according to Operations plan. Knowledge of Spanish is a plus but not mandatory.

Work Environment

This job operates in a professional atmosphere with responsibilities working from home and working from the office as required by management. There are times when you will be required to be alone in the office to perform essential duties.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to use hands, handle, or feel. The employee is required to stand; walk; sit; reach with hands and arms; stoop, kneel, crouch, talk or hear. Heavy computer and phone work. The vision requirements include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 9 a.m. to 4 p.m.

Travel

This position requires no travel.

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.

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