Network Security Technician

Role Overview

• 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
• Install, configure, and maintain network services, equipment, and devices
• 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 other administrative work and project tasks to support various department initiatives
• Perform basic systems testing and operational tasks including configuration, outage remediation, and firewall add/changes and firmware updates
• Job routinely requires lifting equipment weighing 15 pounds and may require occasional lifting equipment up to 50 pounds.
• Develop into subject matter expert in at least one area

Requirements

• Associate's 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
• Business acumen; translating business requirements into related solutions
• 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
• Lifting equipment weighing 15 pounds with occasional lifting up to 50 pounds.

Tech Stack

• Firewalls

Benefits

• Competitive wages and benefits
• Opportunities for personal and professional development