Apply📍 Ireland
🔍 Cybersecurity
🏢 Company: SonicWall
- Good understanding of Security, LAN/WAN topologies and technologies.
- In-depth knowledge of the OSI Model, TCP/IP, and Network Security basics.
- Ability to work in a high-level stress and interrupt-driven environment.
- Good understanding of L2-L7 networking protocols, major Operating Systems such as UNIX / Linux
- Demonstrated ability to use in-depth troubleshooting to resolve or workaround customer issues using troubleshooting tools i.e. Wire Shark, Netmon, etc.
- Routing and Switching knowledge will be an added advantage.
- Responsible for providing technical support across SonicWall product lines via Phone, Web, and Email.
- Assist customers with the deployment of SonicWall network security products like Firewall/IPS and VPN solutions.
- Provide technical solutions and workarounds for end users with their issues on respective product lines.
- Owns customer issues from beginning to resolution (handles in place).
- Assists customers by diagnosing problems and providing resolutions for technical and service issues.
- Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
- Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
- Recreates, identifies, and provides input on unique or recurring customer problems.
- Focuses on delivering a positive customer experience according to SonicWall standards.
- Monitors and tracks issues to ensure accurate resolution.
- Candidate should work closely with the Engineering and other cross-functional teams to replicate the issues reported by the customers, validate the bug fixes provided through various patch releases and professionally resolve the customer issues.
- Provide consistent feedback to the team on products supported.
- Remains knowledgeable of SonicWall product line and related industry products and technologies.
CybersecurityLinuxNetworkingExcellent communication skillsTroubleshootingActive listeningTechnical supportCustomer support
Posted 12 days ago
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