Firewall Administrator / Service Desk Tier1

Firewall Administrator / Service Desk Tier1

Benefits Offered : Vision, Medical, Dental Health Spending Account (Full Time Employee)

Employment Type : Full-Time Employee or Full-Time Contract 1YR

Location : Calgary / Western Canada (must be resident within Western Canada)

Remote Work : Hybrid / Conditional

You are a Junior Network Security (Firewall) Administrator with great foundational skills looking to gain experience and build expertise in the fast-paced cybersecurity domain.

Your primary goal is to serve as initial technical response to our support services customers. This includes response, resolution and escalations in a timely manner and optimize our tier 1 response.

You are able to do this in a dynamic fashion relying on Advantus360 team support. This position requires curiosity, hard work and exceptional customer service skills.

Your Roles & Responsibilities at ADVANTUS360 :

Service Desk Tier 1 Response for Network & Endpoint Security

• Understand and contribute to Service Desk ticket workflow, specifically Tier 1 response
• Provide Tier 1 technical response during service desk working hours
• Manage service calls and other scheduled requests
• Ensure complete information is added to tickets real-time, including time entries.
• Engage vendor support when required
• Escalate requests to Service Coordinator when required
• On-Call or after-hours response as required

Service Desk Tier 1 Proactive Services for Network & Endpoint Security

• Complete proactive operations checks for firewall and endpoint security platforms
• Ensure complete information is added to proactive tickets real-time, including time entries.
• Present operational checks findings to clients in review session

Service Desk Tier 1 Technical Competencies

• Basic understanding of Networking (OSI Model, MAC, ARP, TCP / UDP / IP, DHCP, DNS)
• Complete basic firewall operational requests (rule requests, system configuration, etc.)
• Complete firewall system upgrades
• Conduct initial firewall traffic troubleshooting and document findings
• Basic understanding of Operating Systems (Windows, Linux, MACOS)
• Complete basic endpoint security operational requests
• Complete endpoint security (agent) upgrades
• Conduct initial endpoint security troubleshooting and document findings

Job Requirements

• Diploma, Degree, or 3 years’ work experience related to Cloud, System or Network Administration
• Basic understanding of Networking (OSI Model, MAC, ARP, TCP / UDP / IP, DHCP, DNS)
• Basic Firewall administration experience
• Basic Network administration experience
• Possess excellent verbal and written communication skills

Your Attributes :

• Strong curiosity and drive to understand how things work
• Positive can do attitude and customer focused approach
• Remain organized and manage timely follow-ups
• Have consistent attention to detail on important items
• Work independently and with team members and meet deadlines
• Ability to travel to customer site locations if required
• Desire to continuously improve

Your Opportunity at ADVANTUS360 :

• Become a subject matter expert within one of the fastest growing sectors, cybersecurity
• Build your accreditation with our technology partners, Palo Alto Networks, AWS, Azure and others
• Opportunity to advance to Analyst and Architect designations within Advantus360

Beneficial Certifications :

Palo Alto Networks Certifications (i.e. PCNSE, PCNSC, PCCSE, PCSAE, PCNSA, PCCET)

Beneficial Experience :

• Palo Alto NGFW Firewall and Cortex XDR experience
• Windows & Linux System Administration experience
• Autotask Service Desk (ticketing) experience
• Customer Service experience

Optional Experience :

• Application Programming Interface (API) usage
• Python and / or JavaScript experience

About ADVANTUS360 :

Advantus360 is an IT Security Solutions organization offering professional / managed services and resale of best of breed IT Security solutions.

We support organizations seeking to manage rapidly changing technology requirements, growing threats, and an industry short on resources.

We pride ourselves on our integrity, continual growth and improvement, and delivering the right solution to our customers.

As an equal opportunity employer, our hiring practices ensure that we respect Human Rights and diversity using non-discriminatory recruitment and selection.

Advantus360 hires based on best fit for the job. Our organization fosters a culture of quality, equality, compassion, and cooperation.