Remote Technical Support Senior Engineer, French Speaker

Summary

Join our team at SonicWall as a Technical Support Specialist to provide technical support across SonicWall product lines via Phone/Web & Emails in a 24x7x365 days environment, assisting customers with deployment and providing solutions for technical issues.

Requirements

• Good understanding of Security, LAN/WAN topologies and technologies
• In-depth knowledge of OSI Model, TCP/IP, Network Security basics
• Ability to work on in a high-level stress and interrupt driven environment
• Good understanding of L2-L7 networking protocols, major Operating Systems such as UNIX / Linux
• Demonstrated ability to use in-depth troubleshooting to resolve or workaround customer issues using troubleshooting tools i.e. Wire Shark, Netmon etc
• Routing and Switching knowledge will be added advantage

Responsibilities

• Responsible for providing technical support across SonicWall product lines via Phone/Web & Emails in 24x7x365 days environment
• Assist customers with deployment of SonicWall network security products like Firewall/IPS and VPN solutions
• Provide technical solutions and workarounds for end users with their issues on respective product line
• Owns customer issues from beginning to resolution (handles in place)
• Assists customers by diagnosing problems and providing resolutions for technical and service issues
• Use troubleshooting techniques and tools to identify products that are defective and follows guidelines in issuing service calls/contacts
• Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions
• Recreates, identifies and provides input on unique or recurring customer problems
• Focuses on delivering a positive customer experience according to SonicWall standards
• Monitors and tracks issues to ensure accurate resolution

Benefits

Equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics