NOTE:

GTE for a period of 6 months post which based on your performance, will be given an opportunity to be a full time employer.

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RESPONSIBILITIES:

• Responsible for providing technical assistance for all SonicWall product lines by phone, web, and email, 24 hours a day, 7 days a week, 365 days a year.
• Assist customers with the installation of SonicWall network security products such as firewalls, intrusion prevention systems, and VPN solutions.
• Provide end customers with technical solutions and workarounds for issues with the appropriate product line.
• Assists customers by diagnosing problems and giving resolutions for technical and service issues (handles in place)
• Owns customer issues from start to finish (handles in place)
• Use troubleshooting techniques and tools to discover defective products and issue service calls/contacts in accordance with company policies.
• Advises/educates clients in accordance with company procedures to ensure a thorough response to their technical or service inquiries.
• Use troubleshooting techniques and tools to discover defective products and issue service calls/contacts in accordance with company policies.
• Advises/educates clients in accordance with company procedures to ensure a thorough response to their technical or service inquiries.
• Candidate should collaborate closely with Engineering and other cross-functional teams to duplicate customer issues, validate bug fixes supplied through various patch releases, and handle customer issues professionally.
• Maintains a thorough understanding of the SonicWall product portfolio as well as adjacent industry products and technology.

REQUIREMENTS:

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• Willing to work in a night shift workplace 24 hours a day, 7 days a week.
• Excellent knowledge of security, LAN/WAN topologies, and technologies.
• In-depth understanding of the OSI Model, TCP/IP, and Network Security fundamentals.
• Good understanding of L2-L7 networking protocols and key operating systems such as UNIX / Linux
• Ability to work in a high-stress, interrupt-driven environment
• Demonstrated ability to conduct in-depth troubleshooting to resolve or workaround client issues utilizing troubleshooting tools such as Wire Shark and Netmon
• Knowledge of routing and switching will be advantageous.

EDUCATION AND EXPERIENCE:

• A bachelor’s degree in computer science, information science, or electronics and communications engineering is required.
• 0-1 year of networking and network security support experience with a thorough understanding of LAN/WAN topologies and technologies
• Thorough understanding of the TCP/IP network protocols. Routing protocols such as OSPF, RIP, BGP, firewalls, and intrusion detection and prevention systems (IDS/IPS) will be beneficial.
• SonicWall is committed to providing equal employment opportunities (EEO) to all workers and job seekers, regardless of race, color, religion, sex, national origin, age, handicap, or genetics.