The Network Security Technician’s primary responsibility is to provide technical support and troubleshoot network and security related problems for Logically’s customers. Duties include taking inbound support calls, troubleshooting connectivity issues, and creation of basic firewall policy and VPNs. The Network Security Technician will be the primary role for tier 1 support of all Managed Security Service Customers with Cybersecurity Services.

• Provide best in class customer service to Logically’s customer base
• Adhere to company values while following best practices and operational procedures
• Manage the status of open tickets/projects and complete technical and operational tasks to address project deliverables efficiently and accurately
• Conduct multi-vendor troubleshooting
• Facilitate customer communication via phone and email
• Monitor service requests and call queue to ensure service levels and KPI’s are met
• Answer technical questions, then verify and resolve technical problems
• Contribute to customer-facing and internal documentation used for self-support
• Maintain individual ticket queue to ensure timeliness and efficiency
• Responsible for consistent communication with the customer, including being the liaison between customer and internal resources
• Upgrade, install, and troubleshoot networks, networking hardware devices and software
• Implement troubleshooting analysis of Firewalls, Network Switches, Wireless APs, and NGAV
• Install, configure, and maintain network services, equipment, and devices
• Help to create and improve documentation of best practices
• Work directly with escalation and engineering teams to get customer problems resolved
• Communicate with internal teams to find solutions and improvements for critical customer issues
• Perform other administrative work and project tasks to support various department initiatives
• Perform basic systems testing and operational tasks including configuration, outage remediation, and firewall add/changes and firmware updates
• Job routinely requires lifting equipment weighing 15 pounds and may require occasional lifting equipment up to 50 pounds.
• Develop into subject matter expert in at least one area

Other Duties as assigned

• Basic Problem solving
• Basic understanding of Level 1 Help Desk and/or Network related issues and demonstrated aptitude for growth
• Strong problem-solving aptitude, ability to effectively route issues with the appropriate priority to the appropriate service board
• Must possess excellent customer service skills and deliver services in a personable, courteous, and professional manner
• Ability to work in a team environment and demonstrate superior leadership, presentation, and planning ability, as well as verbal and written communication skills
• Business acumen; translating business requirements into related solutions
• Flexible and able to remain calm in times of stress while managing multiple priorities at one time
• Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations
• Sound problem-solving technique with ability and persistence to generate options and select the best solution
• Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders
• Ability to communicate effectively with customers and various levels of management both verbally and in written form
• Ability to manage multiple projects in a fast-paced environment
• Team player mentality and willingness to share knowledge with others
• Lifting equipment weighing 15 pounds with occasional lifting up to 50 pounds.

• Conduct multi-vendor troubleshooting
• Upgrade, install, and troubleshoot networks, networking hardware devices and software
• Implement troubleshooting analysis of Firewalls, Network Switches, Wireless APs, and NGAV
• Install, configure, and maintain network services, equipment, and devices
• Perform basic systems testing and operational tasks including configuration, outage remediation, and firewall add/changes and firmware updates
• Required Experience:
• 1+ years of experience in professional IT Business environment
• Required Education:

Associate's degree preferred

• Be a part of a culture that is committed to “absolutely doing the right thing,” valuing the well-being of our colleagues and clients.
• Join a team of ambitious and talented individuals, working with cutting-edge technology to drive innovation with purpose.
• Enjoy a fun and engaging work environment, where we prioritize ensuring a good work-life balance.
• We offer competitive wages and benefits, attracting and retaining the best staff for our clients.
• Take advantage of opportunities for personal and professional development, empowering you to advance your career.