Configure, diagnose, and resolve technical infrastructure and support issues for clients in a timely manner, meeting or exceeding SLAs. Identify root causes and recommending permanent solutions, staying up-to-date with technology offerings, providing support to all clients, and contributing to advancing IT capabilities.

Responsibilities:

- Configuring and troubleshooting firewalls, servers, switches, access points, video surveillance systems, VoIP phone systems, desktops, and laptops.

- Responding to escalated customer requests promptly, meeting or exceeding SLAs, and communicating in advance if unable to do so.

- Collaborating with the NOC/SOC to resolve outstanding issues and providing recommendations for vendor resolution.

- Analyzing and resolve customer issues promptly.

- Proposing automation solutions for increased efficiency and reduced recurring issues.

- Delivering excellent customer service during interactions.

- Following up with clients to ensure satisfaction.

- Keeping up to date on changing technologies, patches, and services.

- Completing relevant training and certifications.

- Providing consulting feedback to the Sales team for new customer environments.

- Managing multiple projects, activities, and tasks concurrently.

Qualifications :

- Associates or bachelor’s degree in a relevant field.

- Minimum of 5 years of work experience.

- Certifications in Fortinet, Cisco, Azure, Microsoft, and Cyber Security.

- Strong diagnostic and problem-solving skills, with the ability to resolve hardware and software issues.

- Proactive approach to work.

- Excellent customer service skills.

- Ability to identify trends and reduce recurring issues.

- Willingness to travel to customer sites as needed (less than 10%).

- Availability for on-call rotation, 1 week primary, 1 week backup.

- Occasional availability on nights and weekends for off-hours maintenance or projects.