Live Desk Support Technician

About the role

ERGOS Technology Partners Inc. is looking for an experienced Live Desk Support Technician to join its Help Desk team. The role involves delivering high‑quality technical assistance to customers via email and phone, troubleshooting complex hardware, software, and network issues, and ensuring rapid resolution to maintain customer satisfaction.

Key responsibilities

• Provide general application and end‑user support through email and phone.
• Diagnose and resolve advanced hardware, software, and peripheral problems.
• Handle intermediate to advanced server, network, and workstation issues.
• Manage and troubleshoot network devices such as SonicWall, Unifi/Ubiquiti, Fortinet, Palo Alto firewalls, Cisco, Meraki, Dell, and HP switches.
• Configure and troubleshoot site‑to‑site VPN tunnels, AnyConnect, L2TP, DMVPN, and perform packet captures.
• Configure Cisco devices (ASA firewalls, C2960, C3750, CISCO2800, CISCO2900) and set up NAT/ACL rules.
• Follow support center processes to maximize first‑call resolution and accurate ticket reporting.
• Assist in training other help‑desk technicians as needed.

Required profile

• Strong technical aptitude with a passion for problem solving.
• Excellent communication skills to convey technical information clearly.
• Ability to stay current on emerging technologies and industry trends.

Required skills

• Hardware and software troubleshooting.
• Server and workstation support.
• Network device configuration (SonicWall, Unifi/Ubiquiti, Fortinet, Palo Alto, Cisco, Meraki, Dell, HP).
• VPN technologies (site‑to‑site, AnyConnect, L2TP, DMVPN).
• Packet capture and analysis.
• Cisco ASA, C2960, C3750, CISCO2800, CISCO2900 configuration.
• NAT and ACL configuration on Cisco ASA and SonicWall.