When you become part of our team, your career opportunities are endless. We offer our team members competitive compensation and world-class benefits. Our culture is easy to live, but hard to describe come see exactly what it means to be a part of High Point Networks.

High Point Networks is a leading provider of information technology solutions in both SMB and enterprise-level markets, servicing customers from coast to coast. We specialize in anything that spans your network, data center, phone system and endpoints with a strong security focus across all things IT. Our Headquarters is in West Fargo, North Dakota with additional regional offices throughout North Dakota, South Dakota, Minnesota, Montana, Nebraska, Oklahoma, and Colorado. No matter where your business is located within the United States, we have you covered.

JOB SUMMARY

The Firewall Engineer is responsible for proactive monitoring and maintaining firewall installs across our FWaaS (Firewall as a Service) managed service customer base.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Proactively monitor firewall status, isolate issues, respond to anomalies, and initiate resolution
• White glove service and ownership of the customers IT gateway (firewall)
• Monitor live alerts (unit status, WAN status, HF status, changes, VPN status, etc)
• Monitor security alerts (virus attacks, spyware attempts, intrusion/attack counts)
• Respond to reactive service requests/tickets generated by customers
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages
• Configuration of new customer firewalls closely following High Point Networks best practices
• Responsible for following the day-to-day organization of NOC policies and procedures
• Recognizes and recommends operational improvements to increase process performance
• Regularly audit firmware and severe/high level threat match objects
• Review historical data to identify trends
• Active role in pre-sales and discovery
• Identify service improvements and additional value

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Maintain a world class customer service, perception, and satisfaction
• Ability to work within a team and communicate effectively
• Escalate service issues that cannot be completed within agreed service levels
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Develop in-depth knowledge of the service catalog and how it relates to customers needs
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in PSA/ticketing system as it occurs
• Work through a daily schedule that has been established through the dispatch process
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

KNOWLEDGE, SKILLS, AND/OR ABILITIES REQUIRED

• Minimum 3 years experience configuring and administering SonicWALL and/or Fortinet firewalls (Palo Alto experience is a plus)
• Managed Services experience is a plus
• Professional IT Certifications, such as: SonicWall SNSA or SNSP or Fortinet NSE 1-7
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Self-motivated with a high degree of industriousness
• Reliable and punctual; prepared and ready to assist customers at the start of your shift
• Ability to problem solve under pressure and maintain a high level of accuracy/detail
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of key organizational IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details