We are seeking an experienced IT Technician to join our technical support team. The ideal candidate will have proven experience working in a call center or support environment, providing technical assistance to end-users. Strong knowledge of VPN site-to-site setups, networking protocols, firewall configuration (Sophos firewalls), and good user support is required.

Responsibilities:

Provide top-notch technical support to customers/users via phone, email, remote desktop, and helpdesk ticketing system.
Troubleshoot and resolve hardware, software, networking, and system issues for end-users.
Configure and maintain VPN site-to-site connections between office locations.
Manage and troubleshoot network infrastructure, including routers, switches, and firewalls (Sophos).
Set up and configure firewalls, applying security policies and rules as needed.
Assist with user account management, permissions, and access control.
Conduct research on technical issues and solution documentation.
Provide training and guidance to users on the proper use of computer systems and applications
Maintain accurate documentation and record details of issues and resolutions

 

Qualifications:3+ years of experience in an IT support role, preferably in a call center environmentSolid understanding of TCP/IP, routing protocols, VPN technologies, and network securityHands-on experience with Sophos firewalls, configuration, and troubleshootingStrong problem-solving and analytical skills with the ability to think criticallyExcellent communication and interpersonal skills for interacting with end-usersAbility to multitask, prioritize, and work well under pressure in a fast-paced environmentCompTIA A+, Network+, or similar technical certifications are a plusFamiliarity with remote desktop software, ticketing systems, and IT documentation tools.Top-Notch Qualities:Excellent time and stress management and the ability to meet deadlinesOutstanding customer service orientation with a patient and professional demeanorKeen attention to detail and strong organizational skillsEagerness to learn and stay updated with the latest technologies and best practicesAbility to work independently as well as collaborate effectively with team membersAnalytical mindset with a knack for troubleshooting and finding creative solutionsIf you possess the required qualifications, technical expertise, and top-notch qualities mentioned above, we encourage you to apply for this exciting opportunity.