Service Desk, First Level Networking Support Analyst, Bilingual Spanish & English

Our VikingCloud team provides end-to-end security and compliance solutions to businesses all around the globe, delivering cutting-edge solutions to secure networks, maintain compliance, and complete assurance testing and assessments. Over 4 million businesses rely on our cybersecurity and compliance expertise – every day.  We work with the world’s leading consumer brands, acquiring banks, payment processors and facilitators – helping them proactively manage ever-changing cyber threats and business risks. Our patented Asgard Platform™ processes over 6 billion security events daily, providing real-time intelligence access to an organization’s cyber risk landscape. Headquartered in Dublin, Ireland, with operations in the United States, India, Poland, the United Kingdom, and South Africa, we serve clients in more than 70 countries worldwide and employ over 1,000 people globally.

Network Engineer with 3 to 5 years of experience that has a strong firewall, IP Networking, and VPN skills. Candidates will be part of the Engineering team completing customer implementations and providing ongoing customer support. They will need experience with Meraki and Fortinet firewalls (required) and other major firewalls including Checkpoint, Juniper, Cisco (preferred), and good customer relationship skills.

• Firewall Implementation and Support
• Installing Managed Network Solutions including Fortinet firewalls.
• Making changes to firewalls in support of customer’s needs.
• Solving technical customer issues around firewalls, filtering, IP Networking, Routing, VPNs, and application connectivity.
• Respond to firewall/network issues on a rotating on-call basis. This will, depending on the situation, may require work outside the traditional work hours, including weekends and holidays, and will require carrying and responding to a cell phone or other contact device, as determined by management.
• Monitor performance, capacity, and availability of the firewalls on an ongoing basis. Recommend improvements in technologies and practices to increase these metrics.
• Maintain awareness of and familiarity with trends and new developments in technologies used in, or appropriate for use in, firewall support and operating infrastructure.
• Work with other technical staff to develop firewall architectures, technologies, and quality assurance policies and procedures.
• Deliver better than agreed customer SLAs.
• Firewall and VPN Management
• Perform incident, problem, and change management process for firewalls according to ITIL standards.
• Improve customer satisfaction metric, through stable transparent service.

Continuous Improvement

• Assist in training and development of internal resources.
• Create relevant documentation for new issues.
• Assist in the development, approval, and maintenance of knowledge base articles.

• 1-5 years’ experience in Information Technology with specific knowledge in IT firewall, IP Networking, and VPN.
• Hands-on experience with Meraki and Fortinet firewalls.
• Knowledge and experience with network protocols and concepts including SSH, FTP, ICMP, TCPIP (IPv4 & IPv6), Network Address Translation (NAT), SNMP, IPSec, GRE, QoS, and VLANs.
• Ability to interpret output from network traffic analysis tools such as Ethereal (Wireshark)
• Effective interpersonal and consulting skills to be used to align customer needs to tactical and strategic solutions.
• Ability to effectively collaborate in a dynamic team environment.
• Strong written and verbal communication skills necessary for clear client communication, the definition of scope, project deliverables, appropriate system documentation, and client communication.
• Documentation (Excel & Visio)
• Must have a professional demeanor and ability to prioritize and work in a fast paced environment.ullet points

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, political affiliation or opinion, medical condition, status as a veteran, and/or any other federal, state, or local protected class.