QOS Technology is the primary support partner for the Checkpoint. Provided technical assistance to Checkpoint clients. Research, resolve and respond the inquiries received via telephone calls, ticketing system, all in a timely and professional manner, in accordance with organizational standards. Diagnose and troubleshoot problems of our clients with checkpoint's firewall appliances including analyzing the problem, identifying the appropriate resources, testing proposed fixes and following up to ensure the problem has been resolved.Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.Handled L1 and L2 issues. Follow all standard operating procedures (SOP) through the effective use of knowledge management.Consulting with technical support engineers in order to continuously develop and maintain our online database of troubleshooting solutions in order to provide technically accurate solutions to users.Assist with activities to triage and escalate any system or network outage to reduce downtime.Bridging clients and Checkpoint Global TAC team for escalated support and RMA processing.Managing client's Checkpoint account services regarding license issues with Checkpoint products.