Senior Technical Support Representative Ii, Italy
Current• Advanced troubleshooting of DNS / VPNs / DHCP / HTTPS / HTTP / SMTP / VoIP/MFA Authpoint • Advanced troubleshooting on WiFi Watchguard AP (local and cloud management )• Advanced Frame / Packet / Segment and protocol analysis using Windows and Unix tools• Assist in training of new hires, triage, and level 1 Technical Support Representatives• Escalation point between TSR I and Support Engineering• Experience working every shift including weekends and holidays• Provide superior customer service and communication to Distributors, Resellers, WatchGuard Certified Partners, End Users• Troubleshoot customer issues and assisted in determining the point of failure in a variety of complex networks/environments