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Form of workJob Description
Remote/work from home Network Engineer role and come join a great team!
Must have recent experience with ASA Firewalls
Experis’ client provides world-class support to customers around the globe. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless.
In support of our customer, we are seeking a Designated Service Manager with expertise in Security Technology to join a cross functional team and take a leadership role in delivering technical onboarding and adoption services and provide proactive life-cycle support.
Role & Responsibilities
In this role, you will be responsible for providing technical assistance to customers and partners and help them overcome technical barriers that they might experience as they deploy and use our client’s products.
The Designated Service Manager (DSM) has the skills of a seasoned, experienced professional with a full understanding of industry practices and procedures and resolves a wide range of issues in imaginative as well as practical ways. These issues often include product bugs, DNS issues, network configurations problems, and assistance with complex product configurations, performance tuning and optimization, troubleshooting delivery/connectivity issues and training the customer on unfamiliar features.
Below is a list of core deliverables:
Provides Jumpstart/Adoption services
Provides Implementation advising and assistance
Provide Proactive Product Assistance
Provides Integration and Change Management assistance
Provides assistance with Deployment Readiness and Planning
Provides Migration and Upgrade Assistance
Provides Solution Audits and Tune-Ups
Provides Health Check and Progress Reviews
Provides Best Practice consultation
Provides Incident Management and Escalation Support
Provides full-onboarding program for new customer helpdesks and IT teams
Provides customized configuration support
Minimum Technical Qualification
The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. We are also looking for someone with patience and an empathetic view of the customer to hone their skills and provide value to customers while working with an industry leader in Security technology.
Minimum 3-5 years of experience designing, deploying, configuring, supporting, trouble shooting, debugging, and administering Cisco Secure Firewall or any other industry leading Firewalls.
Minimum 2 years of experience of directly supporting customer (similar to Technical Support or Advanced Professional Services)
Bachelor's degree (or equivalent experience) is required
CCNP Security certification desired
Has working experience on ASA Firewall, IOS Firewall, Cisco Firepower Threat Defense (FTD), Intrusion Prevention System (IPS), VPN and Secure Access (PKI, IKE, RSA, etc.)
Cisco AnyConnect
Standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP
Strongly Desired Soft Skills:
Strong analytical and troubleshooting skills.
Ability to handle critical customer issues/problems.
Able to determine problems and deliver known solutions with a high level of customer satisfaction.
Ability to determine root cause and resolution for previously unknown problems.
Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors.
Exercises judgment within defined procedures to determine appropriate action.
Good verbal communication skills.
Interacts across Technical Assistance teams and development teams.
Ability to work effectively with and provide guidance to other members of the work group.
Promotes and solicits ideas within project team(s).
Receives minimal supervision.
Receives little to no instruction on routine work and general instruction on new assignments.
Ability to analyze, use and configure small to medium networks.
Proven crisis management skills.
Works on problems of diverse scope where analysis requires evaluation of identifiable factors.
Applies known solutions to solve problems.
Typically interfaces with account teams, customer success managers, technical assistance managers and business entity leaders.
