This individual will be responsible for providing tier III support for a Managed Service and Security Provider (MSSP). The successful candidate will be an integral member of the security engineering team and will need to be fully cognizant of state-of-the-art network, firewall, and other security technologies, products and solutions as well as industry best practice with regard to the design, implementation and deployment of firewall solutions. You must be able to maintain Metric goals, SLA goals, and customer satisfaction goals.
What you'll be doing.- Provides expertise with design, implementation, of new and existing solutions/services
- Help customers onboard/deploy monitoring of their on-premises and cloud-based infrastructure.
- Provide direct technical support to customers and partners via email, ticket systems, phone, and video conference with screenshare. Work cross-functionally with account managers, security services, software engineers, and other internal teams to solve problems and improve customer experience
- Actively working tickets in the Global SDM ENG/Networking Level 2 Ticket Queues within the contracted SLA
- Receive escalations from Level 1 Engineers and escalate issues that cannot be resolved
- Participate in and assist with advanced training of new and existing engineers
- Ownership of active Projects
- Perform expert-level research and provide case evidence (Incident Responses)
- Follow up with open client tickets every 24 hours until closed
- Ensure all tickets are updated and assigned prior to leaving
- Provide 24x7 on-call support one-week intervals based on the schedule (as needed)
- Performs tasks as they may be assigned by the supervisor and team lead
- Monitor logs of firewall devices to provide daily reports and analysis
What does it take to succeed in this role?- Advanced to expert knowledge of Fortinet and Cisco Firewalls and Routers
- Prior experience working in a Network Operations Call Center.
- Excellent verbal and written communication skills including experience documenting activities in a ticketing system
- Passion for learning and exploring the latest and best practices in network security
- Advanced to expert understanding of networking principles and services
- Advanced to expert knowledge of firewalls & routers
- Independent problem-solving experience
- Fortinet NSE 7, expert level (Cisco, CheckPoint, Palo Alto, Juniper) Certifications (or equivalent)
What are desirables?- A bachelor's or master's degree preferably in Computer Engineering/Networking, international equivalent, or equivalent experience
- Minimum of 4 years of experience designing, implementing and deploying next generation firewalls based on Information Security Best Practices
- Hands on experience in security systems, including firewalls, intrusion detection systems, anti-virus software, authentication systems, log management, content filtering, etc
- Minimum of 4 years' experience in networking, troubleshooting, and analysis tools
In addition to the technical expertise, we expect respect, opinions, and thoughtful input.
How we work?Our 3 values define how we operate internally as well as externally:
- Vision - We embrace a forward-thinking mindset. Our team has a clear and inspiring picture of the future that helps drive our decisions towards creating and delivering world-class security services.
- Velocity - We have a bias for action. We move swiftly and with purpose toward our goals and objectives and can easily adapt (and adjust) along the way.
- Vigilance -We foster a culture of proactive awareness for our company and our customers, who trust us to be an extension of their team. We are always looking for areas where we can innovate, improve, fix, transform and revolutionize, which ensures the protection, safety and success of everyone at SilverSky.
Individuals that can act intelligently and confidently without an ego will thrive.
If this sounds interesting and you are passionate about redefining how the world thinks about cybersecurity, we want to hear from you. Apply now if you are interested in learning more about how we can change the rules of engagement, together.
Work ArrangementThis is an onsite position based in the United States.
At this time, we are not hiring candidates who require visa sponsorship. All applicants must be legally authorized to work in the United States without the need for current or future visa sponsorship.
