Job Description - Engineer Technical Support - L1
The Engineer Technical Support - L1 will provide first-level technical support to clients, ensuring the smooth operation of network systems. This role involves troubleshooting, diagnosing, and resolving technical issues related to networking and firewall systems.
- Provide technical support for network-related issues, including routing and switching.
- Troubleshoot and resolve basic firewall issues, specifically with Palo Alto Firewalls.
- Assist in the configuration and management of static and dynamic routing protocols.
- Document and track support requests using the ticketing system.
- Collaborate with senior engineers to escalate complex issues as needed.
- 0-1 years of experience in technical support or a related field.
- Knowledge of CCNA and CCNP concepts.
- Familiarity with firewall basics and Palo Alto Firewall.
- Understanding of static and dynamic routing, as well as routing protocols.
- Strong problem-solving skills and attention to detail.
- Excellent communication skills, both verbal and written.
- Ability to work collaboratively in a team environment.
- Strong analytical and troubleshooting skills.
- Adaptability to new technologies and processes.
- Meet or exceed response and resolution time targets for support tickets.
- Maintain a high level of customer satisfaction through effective communication and support.
- Continuously improve technical knowledge and skills through training and self-study.
The salary for this position will be competitive and commensurate with experience. Benefits include health insurance, paid time off, and opportunities for professional development.
