Network and Security Engineer (Gujarat)

Job Description

Provide technical support to customers by answering customer queries in line with departmental measures and targets, with a focus on quality and customer satisfaction..

Record all activity in the departments call logging system, updating cases according to departmental Best Practice in order that progress can be tracked with each customers incident, viewed via the customer portal and reports generated for high profile customers.

Troubleshoot, replicate, analyze and diagnosis customer queries using existing documentation / knowledge base articles / known issues and personal investigation.
Produce technical knowledge base articles based on support incidents / hot issues, to assist with the dissemination of technical knowledge and also pro-actively create knowledge base articles prior to a new product release.

Company Description

Cyberoam is an award-winning global IT security company globally acclaimed and certified… for its innovating products and technology. With an extensive product portfolio consisting of hardware and virtual offering for network security, centralized security management and centralized network visibility, Cyberoam offers future-ready security to enterprises, SMB and SOHO.   Read full description