Live Desk Support Technician

About the role

ERGOS Technology Partners Inc. is seeking an experienced Live Desk Support Technician to join its Live Desk team. The role involves delivering high‑quality technical assistance to customers via email and phone, troubleshooting complex issues, and staying current with emerging technologies.

Key responsibilities

• Provide general application and end‑user support to customers through email and phone.
• Diagnose, troubleshoot, and resolve advanced hardware, software, and peripheral problems.
• Ensure timely resolution of inquiries to maintain high customer satisfaction.
• Identify root causes of issues across multiple operating systems.
• Implement support center processes to improve first‑call resolution and accurate ticket reporting.
• Assist in training other help‑desk technicians as needed.
• Support intermediate to advanced server, network, and workstation issues.
• Manage and troubleshoot network devices such as SonicWall, Unifi/Ubiquiti, Fortinet, Palo Alto firewalls, and Cisco, Meraki, Dell, HP switches.
• Configure and troubleshoot site‑to‑site VPN tunnels, AnyConnect, L2TP, DMVPN, including packet captures.
• Configure Cisco network equipment (ASA firewalls, C2960, C3750, CISCO2800, CISCO2900) and set up NAT and ACL rules.

Required profile

• Proven experience in help‑desk or technical support environments.
• Strong technical aptitude with a passion for solving complex problems.
• Excellent communication skills to convey technical information clearly.
• Commitment to staying up‑to‑date with new technologies and industry trends.

Required skills

• SonicWall
• Unifi / Ubiquiti
• Fortinet
• Palo Alto firewalls
• Cisco networking (ASA, switches, routers)
• Meraki
• Dell switches
• HP switches
• VPN technologies (site‑to‑site, AnyConnect, L2TP, DMVPN)
• Packet capture and analysis
• NAT and ACL configuration
• Hardware troubleshooting
• Software troubleshooting
• Server and network troubleshooting
• Workstation troubleshooting