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 environment
• Solid understanding of TCP/IP, routing protocols, VPN technologies, and network security
• Hands-on experience with Sophos firewalls, configuration, and troubleshooting
• Strong problem-solving and analytical skills with the ability to think critically
• Excellent communication and interpersonal skills for interacting with end-users
• Ability to multitask, prioritize, and work well under pressure in a fast-paced environment
• CompTIA A+, Network+, or similar technical certifications are a plus
• Familiarity with remote desktop software, ticketing systems, and IT documentation tools.

Top-Notch Qualities:

• Excellent time and stress management and the ability to meet deadlines
• Outstanding customer service orientation with a patient and professional demeanor
• Keen attention to detail and strong organizational skills
• Eagerness to learn and stay updated with the latest technologies and best practices
• Ability to work independently as well as collaborate effectively with team members
• Analytical mindset with a knack for troubleshooting and finding creative solutions

If you possess the required qualifications, technical expertise, and top-notch qualities mentioned above, we encourage you to apply for this exciting opportunity.