2 jobs found in Sacramento, CA

Your role in our mission Deliver a customer focused support experience by effectively addressing new requirements and resolving support tickets through proactive troubleshooting. Manage and resolve client-submitted support tickets, providing thorough troubleshooting and status updates throughout the resolution process. Support and configure and manage Palo Alto Firewalls and Strata Cloud Platform to ensure secure and efficient network traffic handling. Schedule meetings with clients to gather requirements, provide updates, and address concerns proactively. Collaborate closely with cross-functional teams including Tech Support, Security, NOC and Cloud Teams to ensure seamless resolution of client-related issues. Deliver exceptional, client-centric support by prioritizing responsiveness, clarity, and professionalism in all interactions. Monitor, and maintain Cisco routers, Cisco switches, Cisco FTDs, and Cisco Firepower...

Summary   Your role in our mission Essential Job Functions Analyzes more complex inquiries through use of personal knowledge of the particular functional subject matter. Augments knowledge with reference materials as needed. Provides response and takes appropriate action to resolve. May interact directly with original requestor, advise others on how to respond or in very limited cases escalates to a higher level if needed. Initiates, researches and develops content to contribute to a shared knowledge database to facilitate response consistency and to document more complex issue resolution. Monitors customer inquiries for a specific functional area, tracks progress and resolution of escalated inquiries. Assists less experienced staff in developing appropriate responses. Ensures management awareness of problems that are severe, repetitive or that exceed performance or service level targets. Conducts quality review of...