IT and Network support specialist

A successful cyber security company is looking for an IT and Network support specialist.

Tel Aviv (Ramat HaHayal)| Full-time | One day a week from home

What you'll do:

• Provide level-2 and level-3 technical support for products
• Use strong TCP/IP networking skills to perform network troubleshooting to isolate and diagnose common network problems
• Document actions in tickets to effectively communicate information internally and to customers
• Resolve problems independently and understand the correct escalation procedures
• Reproduce and debug customer-reported problems in a lab environment as necessary, and work with the engineering and test teams to resolve issues
• Document issues using the Knowledgebase format, for both internal and external customers

What do you need to succeed:

• Minimum of 4 years of experience in full-time product support for an international hi-tech company
• Strong oral (phone) and written (e-mail) communication skills in English
• Expert level knowledge and hands-on experience with Layer 2/Layer 3 Switching/Routing, TCP/IP, IPv4, Layer 4/Layer 7 switching, firewalls, IDS/IPS, VPN, security consulting, SSL, IPsec
• In-depth understanding of protocol and network analyzers
• A clear understanding of the software development process and lifecycle, including the role of customer support and sustaining product engineering in that process