Connectivity Support Engineer L3
CurrentTroubleshooting and configuring business customers' Fibre To The Business connections, Dedicated Fibre links, Fortigate & Juniper firewalls and Wireless links.Troubleshooting customers' site to site VPN's, MPLS and routing issues.Working daily with the following routers, firewalls and technologies: Juniper, Fortigate, Cisco, and MikroTik.Receiving, logging and managing calls & service requests from internal staff and Business customers via phone and email.To arrange for external field technical support where problems cannot be resolved in house/remotely.Interact with customers to provide and process information in response to inquiries,concerns, and requests about products and services.Research required information using available resources.Follow standard processes and procedures.Identify and escalate priority issues per customer specifications.Follow up and make scheduled call backs to customers where necessary.Staying current with system information, changes and updates.Gathering customer’s information and determine the issue by evaluating and analyzing the symptoms.