Junior Firewall Engineer

Acumera is a growing Austin-based Network Services company that delivers unmatched visibility, security and profitability to owners of multi-site convenience stores, restaurants and retail locations. Leveraging data and network intelligence Above the Store™, Below the Store™ and everywhere in between, the company’s comprehensive solution fully secures store networks and POS systems while also providing compliant, secure remote access, 24x7x365 proactive support and a full, cloud-based suite of security, monitoring, compliance and analytics tools. Acumera is listed on the Visa and MasterCard Global Registries of PCI-compliant service providers.

This Systems Administrator will work within the Infrastructure team to ensure the consistency, quality, security, health & reliability of Acumera’s internal and customer facing technology infrastructure. In this position you will be primarily responsible for corporate IT systems. However, this position will also be expected to grow in knowledge of cloud systems architecture (primarily Amazon Web Services), networking and security processes to provide cross-functional support within the team.

 

Responsibilities

·       Provide helpful and professional assistance to customers via phone

·       Create or update Help Desk tickets as required for phone calls

·       Document all calls, actions, and any relevant information in ticket notes

·       Handle tickets created by customers via email

·       Follow up on existing tickets proactively and within specified time frames

·       Resolve or escalate tickets in a timely fashion, within SLA guidelines

·       Interact with other department and teams, collaborating on tickets or solutions

·       Evaluate customers’ needs and determine the appropriate action

·       Troubleshoot complex, technical issues with customers via phone

·       Understand and follow security and other guidelines for customers’ accounts

·       Process voicemails, creating or updating Help Desk tickets as necessary

·       Write and send customized email responses to customers for specific situations

·       Understand and adhere to Acumera policies and procedures

·       Place outbound calls to resolve internally detected issues

 

Qualifications

·       Ability to learn and be trained on a wide range of technical

·       Strong English written and verbal communication skills

·       Deep understanding of technical concepts within networking environments as well as security, risk and compliance

·       Ability to be patient and diplomatic while troubleshooting customer issues

·       Ability to articulate complex ideas to both technical and non-technical customers

·       Ability to understand complex ideas when poorly articulated by non-technical customers

·       Ability to prioritize based on customer’s needs and supervisor direction, and change priorities as needed throughout the day

 

Technical Requirements

 Knowledge of at least some of the following:

• General computer systems
• PCs, laptops, mobile devices
• Current and recent Operating Systems
• Windows, Mac OS, Linux
• Routing Protocols and Concepts
• Static and Dynamic routing, Distance, Priority, routing table, Default Getaway
• Switching Protocols and Concepts
• VLAN, Trunks and link bonding, Spanning Tree and RSTP, MAC Address table, ARP
• Networking Protocols and Concepts
• TCP, UDP, DHCP, DNS, VPN, ICMP, TELNET, SSH, FTP, HTTP(s), IPSEC, SSL, etc.
• Network troubleshooting tools such as PING, TRACEROUTE, NSLOOKUP, IPCONFIG, etc.
• OSI Model – Advanced understanding of layers 1-4
• Subnetting and Supernetting
• Firewall rules and policies, Access Lists

 

 

Education and Experience

·       High School or Equivalent

·       Minimum 0-2 years in networking

·       Experience working in a help desk / call center environment is preferred

 

Certificates, Licenses, other

 

·       Industry certifications such as CCNP, CCDA, JNCIS-E, Fortinet NSE are preferred

 

Direct Reports:

 

·       None

 

 

Acumera offers

·       Competitve Salary

·       Health benefits upon hire

·       401(k), FSA, HSA

·       Casual Dress Code

·       9 Paid company Holidays

·       Discretionary time off

·       Central Austin location with free parking

·       Flexible work environment and an opportunity to grow as we grow

Monday through Friday shifts with possible weekends

100% remote with the occasional office visit or team outing. Must be located in the Houston, TX, Austin, TX, or Fort Lauderdale, FL areas.