Firewall Engineer Level 1 (Network Administrator)Firewall Engineer Level 1 (Network Administrator)Get AI-powered advice on this job and more exclusive features.Direct message the job poster from ConectysHead of Talent Acquisition & Employer BrandingAbout the RoleYour primary role will be to assist customers in troubleshooting and resolving network security issues primarily related to Meraki and Fortinet firewalls.This role is ideal for someone with foundational networking knowledge, excellent customer service skills in Spanish (and fluent in English language) and the ability to work in a fast-paced, client-focused environment.Key ResponsibilitiesProvide Level 1 technical support to customers via email, ticketing systems, or phone for firewall-related issues.Troubleshoot and resolve basic issues related to Meraki and Fortinet firewalls (e.g., VPN setup, access control policies, NAT rules, firmware updates, etc. ).Guide customers through diagnostic processes and document steps taken to reach resolution.Escalate unresolved issues to Level 2/3 support teams with clear documentation.Maintain accurate logs of customer interactions, troubleshooting steps, and outcomes.Deliver an excellent support experience with a customer-first mindset.Adhere to SLAs and KPIs related to ticket resolution, customer satisfaction, and uptime.Required Skills & QualificationsNative Spanish speaker and fluent in English (spoken, written)1+ years in a technical support, IT helpdesk, or network admin role.Provide excellent first line customer service.Respond to all chats, emails, and phone calls consistently.Assist with troubleshooting and resolution of all tickets that can be processed from start to finish by level 1 as defined by management.Resolve a variety of external technical requests including virtual private networks, protecting data integrity, and assisting the retail industry with the send/receive of proprietary data.Support the technical management team with call data analysis.Experienced in Windows operating systems.Familiar with TCP/IP and networking concepts.High level of ethics and integrity.Scheduling flexibility required. Preferred (Not Mandatory) CertificationsFortinet NSE 1–3CompTIA Network+ or similar networking fundamentalsWe take pride in our approach to diversity, as we believe it adds value to every organization and enriches each of our lives. We are committed to the fair treatment of our staff, regardless of race, gender, religion, sexual orientation, responsibility for dependents, age, physical/mental disability, or background.Seniority levelSeniority levelAssociateEmployment typeEmployment typeFull-timeJob functionJob functionCustomer Service and Information TechnologyIndustriesOutsourcing and Offshoring ConsultingReferrals increase your chances of interviewing at Conectys by 2xSign in to set job alerts for "Network Administrator" roles.We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr