Technical Support Engineer

JOB DESCRIPTION: TECHNICAL SUPPORT ENGINEER

Position Overview:

We are seeking a proactive and technically sound Technical Support Engineer to join our IT security team. In this role, you will be responsible for providing high-level support for cybersecurity and infrastructure products, including firewalls, endpoint protection solutions, and NAS (Network Attached Storage) systems. You will serve as a trusted technical resource, assisting clients with troubleshooting, configuration, monitoring, and resolving issues to ensure optimal performance and security of their IT environments.

Candidate Requirement:

1. Excellent written and verbal communication.
2. Excellent time management and problem-solving skills.
3. Exceptional customer service skills.
4. Strong technical knowledge of networking systems.
5. Ability to diagnose hardware and troubleshoot technical issues.
6. Neat, well-groomed, and Presentable.
7. Intuitive and insightful, particularly regarding human behavior.

Key Responsibilities:

Firewall & Network Security Support:

• Provide technical support for firewall appliances (e.g., Fortinet, Sophos, SonicWall, etc.).
• Assist with firewall configuration, rule creation, VPN setup, NAT, and access control policies.
• Troubleshoot firewall-related issues such as connectivity, security policy enforcement, and logging.
• Monitor firewall alerts and logs to detect and mitigate potential security threats.
• Perform firmware updates and backup/restore configurations as needed.

Endpoint Security Support:

• Provide installation, configuration, and maintenance support for endpoint protection software (e.g., antivirus, EDR, DLP).
• Troubleshoot issues related to virus/malware detection, false positives, and agent connectivity.
• Assist with policy configuration, device control, and application whitelisting.
• Respond to and resolve security incidents affecting endpoint systems.
• Ensure regular updates of endpoint security signatures and policies.

NAS (Network Attached Storage) Support:

• Handle installation and setup of NAS devices (e.g., Synology, QNAP, Netgear, etc.).
• Troubleshoot issues related to file sharing, disk failures, permissions, and RAID configurations.
• Monitor NAS health, manage storage space, and assist in data recovery if required.
• Implement backup schedules and validate restore points.
• Configure network access protocols (SMB, NFS, FTP) and integrate with AD/LDAP if needed.

Customer Interaction & Ticket Handling:

• Act as a first point of contact for all technical issues via ticketing system, phone, or remote session.
• Log, track, and update support cases ensuring timely resolution and customer satisfaction.
• Maintain detailed and accurate documentation of support interactions, solutions, and FAQs.

Knowledge Building & Collaboration:

• Stay up to date with the latest firmware releases, vulnerability patches, and industry best practices.
• Work closely with internal security and infrastructure teams to provide end-to-end technical support.
• Assist in creating user manuals, training documents, and troubleshooting guides.

Reporting & Escalation:

• Generate regular support reports (issue trends, uptime, patch status) for internal and client review.
• Escalate unresolved or complex technical issues to senior engineers or vendors.

Follow standard SLA protocols to ensure timely resolution and documentation