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Posted 7 days ago
Responsibilities & more
At Softgic, we work with the most talented individuals—those who create, those who love what they do, and those who give 100% because that’s our #Coolture. Join us in our mission to make life easier through technology and become part of our team as an IT Generalist.
Requirements:
* Minimum 2 years of experience in a technical customer support role.
* CompTIA A+ certification or equivalent demonstrable skills.
* Ability to type efficiently while documenting cases during communication.
* Excellent written and verbal communication skills, with the ability to translate technical terms into simple language.
* Ability to work independently and leverage available resources to resolve customer issues.
Responsibilities:
* Manage users in Windows Terminal Server environments, both on-premises and hosted.
* Administer and support Fortinet firewalls and other network devices (WAN, LAN, VPN).
Provide remote support to customers, resolving incidents related to:
- Local LAN issues.
- Firewall policies and routing.
- Windows print services.
- Server backup and recovery.
Act as a remote administrator for customer servers:
- User account management.
- Shared file administration.
- Windows Server print queue configuration.
Act as a remote administrator for Fortigate firewalls:
- Site-to-site and dial-up VPN configuration.
- Group and policy management.
- VLAN configuration and basic network troubleshooting.
- Document resolutions in the case tracking system following established standards.
- Build strong relationships with customers and team members.
- Handle after-hours and emergency requests on a rotational basis.
Nice to Have (Optional):
* Experience administering and troubleshooting firewalls (CISCO, Fortinet, Palo Alto, etc.)
* CompTIA Network+ certification or equivalent demonstrable skills.
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