Network Security Technical Support Representative

Barracuda Networks Inc.•Alpharetta, GA

129d•Hybrid

About The Position

Barracuda Networks is currently looking for highly motivated and excited computer and networking technicians, to provide quality support of our superb networking and security products. This role will be an entry-level front-line facing position where you will understand, document, and troubleshoot the customers' product support issues over email, phone, and chat mediums. This position will work within a team and will report into a Tech Support Manager.

Requirements

Associates degree in Networking, or related IT field
CCNA, CompTIA Network+ certification, or equivalent work experience
Technical comprehension of Firewalls, Routers, IDS, IPS, VPN, NAT, and Networking Protocols such as UDP, TCP/IP, IPsec, and DHCP
Proficiency with troubleshooting and resolving complex networking problems through phone and email communications
Excellent verbal and written communication skills
Experience in customer service with the ability to effectively communicate with end users of diverse technical backgrounds
A willingness to learn and develop your skills by taking on additional projects or assignments

Nice To Haves

Experience with Unix, Shell, Perl, or Python preferred but not required

Responsibilities

Provide technical and troubleshooting assistance for Barracuda’s network security products, including firewalls, VPNs, and threat protection systems
Deliver world-class customer service while directly interfacing with our customers at a high volume
Respond to customer inquiries via phone, email, and chat, ensuring timely and accurate resolution of issues
Help create and revise internal and public-facing product solutions
Develop your skills in network and security products through ongoing training
Escalate complex problems while maintaining ownership and communication with the customer