• Provide best in class customer service to Logically’s customer base • Adhere to company values while following best practices and operational procedures • Manage the status of open tickets/projects and complete technical and operational tasks to address project deliverables efficiently and accurately • Install, configure, and maintain network services, equipment, and devices • Provide RMA assistance to customers with hardware failures • Make proper firewall configuration changes, including NAT policy setups, rule additions, VPN setup client-based, and site-to-site, content filter configuration and security service management regularly • Mitigate the risk of any outages by handling in a prompt and efficient manner • Monitor service requests and call queue to ensure service levels and KPI’s are met • Perform periodic system audits • Upgrade, install, and troubleshoot networks, networking hardware devices and software • Implement troubleshooting analysis of firewalls, workstations, and associated systems • Perform basic systems testing and operational tasks including configuration, outage remediation, and firewall performance analysis • Makes modifications to network resources to optimize utilization and efficiency • Provides technical assistance, training, and ongoing support to ensure the customer is satisfied • Document all actions under standard company policies and procedures • Ensure compliance with departmental and customer satisfaction standards