Support Engineer – Firewall and Networking

Medialine Group

. Receive, analyze, and resolve incidents and inquiries relating to networks and firewalls via phone, email, and ticketing systems .

Posted 10/14/2026full-timeHeidelberg • GermanyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in configuring and managing firewalls, network components, and VPN connections while providing exceptional IT support and troubleshooting for networking and security issues. Proficient in documenting configurations and collaborating with teams to resolve complex technical challenges.

Highest-signal resume keywords

Firewall ConfigurationNetwork AdministrationVPN Setup and SupportIT Support ExperienceVendor Certifications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TCP/IPVLANsRoutingDNSDHCPFirewall ManagementNetwork TroubleshootingMicrosoft WindowsActive DirectoryVirtualization

Soft Skills

Service-Oriented MindsetCustomer-FocusedIndependent Work ApproachStructured Problem Solving

Tools & Technologies

Sophos FirewallFortinet FortiGateUbiquiti UniFiSophos CentralFortiManagerFortiAnalyzerUniFi Network ControllerHyper-VVMwareMicrosoft 365

Certifications & Qualifications

Sophos Certified EngineerFortinet NSE 4Cisco CCNAITIL Certification

Industry Keywords

IT SupportService DeskSystems AdministrationIT Systems HouseMSP Environment

Tech Stack

Tools & technologies

DNSFirewallsTCP/IPVMware

About the role

Key responsibilities & impact

Receive, analyze, and resolve incidents and inquiries relating to networks and firewalls via phone, email, and ticketing systems
Configure and manage firewalls, including rule sets, NAT, and VPNs
Administer network components such as switches and access points
Set up and support site-to-site and client VPN connections
Analyze network issues such as DNS, DHCP, VLANs, and routing together with customers
Document configurations, changes, and solutions
Support the Service Desk as a subject-matter expert for networking and firewall topics
Collaborate with Support Engineers on more complex issues and projects
Work in accordance with defined processes and quality standards

Requirements

What you’ll need

Completed IT training (e.g., IT Specialist for System Integration) or equivalent practical experience
Professional experience in IT support, Service Desk, or systems administration
Basic understanding of networking (TCP/IP, VLANs, routing, DNS, DHCP)
Initial hands-on experience with firewalls (e.g., Sophos Firewall or Fortinet FortiGate) and/or network components (e.g., Ubiquiti UniFi)
Good knowledge of Microsoft Windows client operating systems
Enjoy troubleshooting technical issues and have an interest in specializing in networking and security
Service-oriented and customer-focused mindset
Independent and structured approach to work
Very good German and good English skills
Experience in an IT systems house or MSP environment is an advantage
Knowledge of Sophos Central, FortiManager/FortiAnalyzer, or UniFi Network Controller is an advantage
Vendor certifications (e.g., Sophos Certified Engineer, Fortinet NSE 4, Cisco CCNA) are an advantage
Basic knowledge of Windows Server environments, Active Directory, or Microsoft 365 is an advantage
Initial exposure to virtualization (Hyper-V or VMware) is an advantage
ITIL knowledge or relevant certifications are an advantage
Category B driver's license is an advantage

Benefits

Comp & perks

Structured onboarding with experienced colleagues
Supported individual training and certification opportunities, e.g., with Sophos and Fortinet
Career development opportunity toward System Engineering in Networking & Security
Employee events
Professional development opportunities
Subsidized lunch
Home office options
Mentoring program
Complimentary hot and cold beverages
Fresh fruit
Employee discounts
Travel expense reimbursement
Company car
Company bicycle
Parking
Flexible working hours
Sports programs
Company pension plan
Public transport pass
Laptop and smartphone
Workation opportunities
Permanent employment contract