Logically is the leading provider of Managed IT Services to small and midsize organizations. We help our customers leverage the power of information technology to achieve their goals by becoming their trusted IT ally. Since 1999, we have made IT management easy and secure for hundreds of corporations, healthcare organizations, non-profits, and public sector agencies. We provide complete IT outsourcing to business leaders, and augmentation services to IT teams.

We are recognized for our outstanding customer service, technical depth, and operational excellence. Our best-in-class service delivery is powered by two pillars, OpLogicTM and Care Teams. OpLogic is our unique cloud-based IT management system that allows your IT environment to self-heal, increasing uptime and reducing security risks. Dedicated Care Teams are how we deliver our deep and wide-ranging technical expertise while providing personalized service and the familiarity of a trusted ally.

Why Work for Us:

• A culture of “absolutely doing the right thing,” that values taking care of colleagues, clients, and our community
• An opportunity to work with cutting-edge technology and ambitious and talented colleagues
• A fun work environment and a focus on ensuring a good work-life balance
• Competitive wages and benefits to ensure we attract and retain the best staff
• Opportunities to grow and develop personally and professionally

Job Summary: 

The Network Security Technician’s primary responsibility is to provide technical support and troubleshoot network and security related problems for Logically’s customers. Duties include taking inbound support calls, troubleshooting connectivity issues, and creation of basic firewall policy and VPNs. The Network Security Technician will be the primary role for tier 1 support of all Managed Security Service Customers with Cybersecurity Services.

Job Duties & Responsibilities: 

• Provide best in class customer service to Logically’s customer base
• Adhere to company values while following best practices and operational procedures
• Manage the status of open tickets/projects and complete technical and operational tasks to address project deliverables efficiently and accurately
• Conduct multi-vendor troubleshooting
• Facilitate customer communication via phone and email 
• Monitor service requests and call queue to ensure service levels and KPI’s are met
• Answer technical questions, then verify and resolve technical problems
• Contribute to customer-facing and internal documentation used for self-support
• Maintain individual ticket queue to ensure timeliness and efficiency
• Responsible for consistent communication with the customer, including being the liaison between customer and internal resources
• Upgrade, install, and troubleshoot networks, networking hardware devices and software
• Implement troubleshooting analysis of Firewalls, Network Switches, Wireless APs, and NGAV 
• Help to create and improve documentation of best practices
• Work directly with escalation and engineering teams to get customer problems resolved
• Communicate with internal teams to find solutions and improvements for critical customer issues
• Perform basic systems testing and operational tasks including configuration, outage remediation, and firewall add/changes. and firmware updates
• Perform other administrative work and project tasks to support various department initiatives
• Develop into subject matter expert in at least one area
• Other Duties as assigned

Qualifications: 

• Associates Degree preferred
• 1 years of experience in professional IT Business environment
• Preferred certification in Network and/or Security
• Basic Problem solving
• Basic understanding of Level 1 Help Desk and/or Network related issues and demonstrated aptitude for growth
• Strong problem-solving aptitude, ability to effectively route issues with the appropriate priority to the appropriate service board
• Must possess excellent customer service skills and deliver services in a personable, courteous, and professional manner
• Ability to work in a team environment and demonstrate superior leadership, presentation, and planning ability, as well as verbal and written communication skills
• Flexible and able to remain calm in times of stress while managing multiple priorities at one time
• Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations
• Sound problem-solving technique with ability and persistence to generate options and select the best solution
• Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders
• Ability to communicate effectively with customers and various levels of management both verbally and in written form
• Ability to manage multiple projects in a fast-paced environment
• Team player mentality and willingness to share knowledge with others 

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Logically provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, gender identity, sexual orientation, and other protected classes.