IT Support Engineer
Thinc Forward
Firewalls
Job Level
Mid-LevelSenior
Tech Stack
Firewalls
About the role
- Provide remote client support and occasional onsite support for a US partner client
- Take escalation tickets from Technical Network Engineers and monitor service desk for escalated service tickets
- Maintain communication with clients throughout the technical troubleshooting process and set client expectations
- Analyze and document unfamiliar client/server network environments and assess quickest path to resolution
- Perform rapid analysis of networking incidents and determine root cause
- Troubleshoot and resolve high level workstation, server and network incidents following client SOPs
- Provide consulting to clients on applications, best practices, and general computing processes
- Utilize software utilities, protection software, and vendor/application-specific tools to resolve incidents
- Prioritize tickets escalated from Technical Support Engineers and ensure proper escalation to Network Administrators
- Resolve incidents related to firewall issues (SSLVPN, Site-to-Site VPN, access rules)
- Design, deploy, and maintain client LANs, WANs, and wireless networks, including routers, firewalls, and switches
- Secure network systems by establishing and enforcing policies and monitoring access
- Provide upgrade recommendations on equipment, hardware, and software
- Monitor and test network performance and provide performance statistics and reports
- Update network equipment to the latest firmware release
Requirements
- At least 5 years of relevant network support experience
- Proven experience in designing LAN/WAN network architectures
- Skilled in troubleshooting network configurations and hardware issues
- Strong knowledge of infrastructure and networking technologies
- Experience with Firewall issues including SSLVPN, Site to Site VPN, Access Rules
- Experience designing, deploying, and maintaining LANs, WANs, wireless networks, routers, firewalls, and switches
- Ability to analyze and document unfamiliar client/server network environments
- Ability to monitor network performance and provide statistics and reports
- Ability to update network equipment firmware
- Excellent problem-solving skills with ability to prioritize and multitask
- Able to follow documented processes while flagging unclear variables
- Capable of working independently and collaboratively in a team environment
- Nice to have: CCNA
- Nice to have: CCNP
- Nice to have: CompTIA Network+
- Nice to have: Fortinet Certified Professional
- Nice to have: Network Security FCP - FortiGate Administrator
- Nice to have: FCP - FortiAnalyzer Analyst
