Job Summary
The Senior Network Support Specialist is key to delivering best-in-class resolutions for customers and their employees/members. This role requires confident and appropriate communication skills, both verbal and electronically.
Main Responsibilities
1. Ensure all assigned requests are responded to and dealt with as per Jolera standards.
2. Provide support of deployed network devices.
3. Using personal/team knowledge and the customer's engagement model, ensure all reasonable attempts to process and close requests directly and as per SLA.
4. Escalate tickets to appropriate Enterprise Architect, or Customer internal resources based on Jolera and client processes.
Required Skills and Qualifications
To be successful in this role, you must have:
* A post-secondary degree or diploma.
* At least 5 years of working experience in a support services environment with technology/systems departments.
* Demonstrated strong working knowledge of networking technologies and business applications.
* Demonstrated working knowledge of modern firewall technologies.
Additional Requirements
We recommend that you have working knowledge of the following systems and tools:
* Barracuda Firewalls and Barracuda Control Center
* Tina Tunnel
* Palo Alto, FortiGate
* Azure Firewall
* Cisco/Meraki Switch and Access Points
* MR33
* Office365 and Active Directory
* NPS and LDAP
About You
This role will require strong communication skills, as it involves client communications. We value teamwork and collaboration, and we look for individuals who can work well under pressure and escalate high-profile issues to management when necessary.