Senior Live Desk Support Technician

About the Position

Join ERGOS Technology Partners Inc. as a Senior Live Desk Support Technician, where you will play a critical role in maintaining high-level technical excellence. We are looking for a highly motivated expert to join our Live Desk team, dedicated to delivering exceptional technical support and ensuring seamless operational continuity for our clients.

Main Missions

• Diagnose, troubleshoot, and resolve advanced hardware, software, peripheral, server, network, and workstation issues.
• Ensure maximum client satisfaction by providing rapid resolutions and identifying root causes through deep-dive problem-solving.
• Apply specialized support center processes to maximize First Call Resolution (FCR) rates.
• Manage and troubleshoot diverse network equipment including SonicWall, Unifi/Ubiquiti, Fortinet, Palo Alto, Cisco, Meraki, Dell, and HP.
• Configure and maintain VPN tunnels (site-to-site, AnyConnect, L2TP, DMVPN) and perform packet captures for network analysis.
• Implement and manage NAT and ACL on Cisco ASA, SonicWall, and other security appliances.
• Mentor and provide technical guidance to junior technicians within the team.

Profile Required

• Proven experience in a high-level Help Desk or Technical Support environment.
• Strong technical background with a passion for emerging technologies.
• Exceptional customer service mindset and ability to communicate complex technical solutions clearly.
• Analytical thinker capable of performing root cause analysis under pressure.

Required Skills

• Advanced Networking: Cisco (ASA, switches C2960, C3750), Fortinet, Palo Alto, Meraki, and Ubiquiti.
• Network Security: NAT, ACL configuration, and VPN tunneling (AnyConnect, DMVPN, L2TP).
• Troubleshooting: Packet capture analysis and advanced hardware/software diagnostics.
• Infrastructure: Server management, workstation support, and peripheral troubleshooting.
• Leadership: Ability to train and mentor technical staff.