Live Desk Support Technician

About the role

ERGOS is seeking an experienced Live Desk Support Technician to provide advanced technical assistance to customers via email and phone. The role requires strong troubleshooting abilities across hardware, software, networking, and cloud environments.

Key responsibilities

• Deliver general application and end‑user support, diagnosing complex hardware, software, and peripheral issues.
• Manage and troubleshoot network devices such as SonicWall, Unifi/Ubiquiti, Fortinet, Palo Alto firewalls, and Cisco, Meraki, Dell, HP switches.
• Configure and support site‑to‑site VPN tunnels, AnyConnect, L2TP, DMVPN, and perform packet captures.
• Handle VLAN, NAT, ACL, routing (EIGRP, OSPF, MPLS, PPPOE) and switching issues, including LAN/WAN protocols.
• Support VoIP and Allworx phone server configurations.
• Assist in training other help‑desk technicians and maintain accurate ticket documentation.

Required profile

• 4+ years of technical support experience in a service‑desk environment.
• Strong verbal and written communication skills with a customer‑service orientation.
• Ability to work flexible hours (4 PM – 1 AM Beirut time) and adapt to holiday/weekend needs.
• Professional appearance and interpersonal skills for diverse interactions.

Required skills

• Proficiency with Windows and macOS operating systems.
• Hands‑on experience with firewalls (SonicWall, Fortinet, Palo Alto, Cisco ASA) and switches (Cisco, Meraki, Dell, HP).
• Knowledge of VPN technologies (AnyConnect, L2TP, DMVPN) and packet capture tools.
• Understanding of routing protocols (EIGRP, OSPF, MPLS, PPPOE) and switching protocols (STP, VTP, LACP).
• Familiarity with VLAN, NAT, ACL, DHCP, DNS, NTP, SNMP, SMTP services.
• Experience with VoIP systems, Allworx, and cloud platforms (AWS, Azure).
• Exposure to virtualization (VMware, Hyper‑V) and security solutions.