Network Engineer

Job Profile : Engineer - SwitchingLocation: HyderabadShifts: Flexible to work in Rotational Night Shifts Desired Profile Good Understanding of OSI Layers Good Understanding of Routers and Switches Good Knowledge about DHCP (DORA Process), DNS, TCP/ IP, IP Address Types and Classes of IP Address, Subnet Basic troubleshooting steps for Internet issues Excellent Communication - for voice, email Must be a graduate Should be willing to work in rotational shift based on the business requirement (US, UK, APAC & IST time-zones)Must have good customer handling skills with the ability to learn networking concepts Job Specs: The Customer support representative will be responsible for identifying the issue with the customers and routing them to the available engineer, when necessary. They will create, manage tickets for the issues that the customer contacts. They will act as the first point of contact before the customer reached the TAC. Their job will also involve creation of licenses and support accounts to the client's worldwide. The team will also ensure customer satisfaction / experience is and stays a priority. Manage high visibility exceptions and can work with cross - functional teams to provide best solutions. Creation of World Wide Return Materials Authorization Ensuring all Premium Service orders are completed in a timely manner Working and managing 3 Party Vendors around shipments, deliveries and returns Resolve any RMA issues from the customer or Level 1,2&3 Technical Centers Provide tracking and Status updates on all 4 hour calls submitted to the Technical Centers Updating the Siebel Database to document customer cases Notification to customer's product shipments Escalating RMAs for additional support in a timely manner Manage caseloads in a timely manner to closure Provide customers with support for return products Follow all guidelines for processing RMAs for customers without contracts Providing software download access to customers by processing Web Login requests Providing license to customers for software updates Manage high visibility exceptions and can work with cross-functional teams to provide best solutions Customer Service Representatives will work on a World Wide schedule covering 24x5x365 with a rotating schedule Handle cases for confirmation of hardware failure and proceed with RMA Provide first level technical assistance on cases to rule out hardware errors. PRB