Job Summary

The Support Operations Administrator plays a crucial role in maintaining the integrity and performance of security solutions. This position is responsible for independently resolving technical issues, providing on-call support, and conducting root cause analysis to enhance customer satisfaction and operational efficiency.

Key Responsibilities

1. Provide Technical Support By Troubleshooting And Resolving Incidents Related To Checkpoint And Cisco Asa Firewalls, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis For Escalated Support Issues, Implementing Effective Solutions To Prevent Recurrence And Enhance System Reliability.
3. Engage In Knowledge Base Management Activities, Updating Documentation, And Training New Analysts To Foster A Culture Of Continuous Improvement.
4. Independently Manage And Resolve Support Tickets Within The Agreed Service Level Agreements (Slas), Ensuring Timely And Effective Solutions.
5. Enhance Customer Experience By Achieving First Call Resolution Rates And Minimizing Case Reopens Through Thorough Problem-Solving And Communication.

Skill Requirements

1. Proficiency In Checkpoint And Cisco Asa Firewall Configurations And Troubleshooting.
2. Solid Understanding Of Perimeter Security Solutions And Incident Management Processes.
3. In-Depth Knowledge Of Network Security Protocols And Best Practices.
4. Strong Analytical Skills For Conducting Root Cause Analysis And Implementing Corrective Actions.

Other Requirements

1. Relevant Certifications Such As Checkpoint Certified Security Administrator (Ccsa) Or Cisco Certified Network Associate (Ccna) Security Are Optional But Valuable