Senior Network Support Engineer
Detalhes do emprego
The client is looking to hire a Senior Network Support Engineer for their team at Gurgaon.Shift Timings : US ShiftsResponsibilities:• Support all of client's Network and OS product lines to diagnose and tackle various network-related and product-related issues reported by customers.• Provide support on customer cases with full accountability on escalation cases raised by the Tier 1 teams and facilitate discussions with the Product development teams (as and when needed).• Investigate areas of misalignments or issues that are critical dead-ends and provide suggestions to mitigate them.• Identify issues through support trends and suggest corrective actions to:• Prioritise resolution of specific high-touch issues.• Share ideas to enhance the product UX.• Provide suggestions to make the UI more intuitive.• Perform their own lab recreates in our internal lab setup as part of the troubleshooting, as and when necessary.• Provide support and mentoring to the Tier 1 team members in complex troubleshooting scenarios.• Stay up to date on latest features and trending technology, participating in team communication, and keeping up with enterprise and networking trends.• Work closely with other members of Customer Engineering as well as both Software and Hardware development teams in diagnosing problems and communicating them in multiple technical contexts.• Interpersonal skills and product knowledge are critical to responding to daily customer-centric activities.• Read and analyze packet captures using Wireshark/tcpdump to resolve sophisticated networking issues on customers' devices.• Document customer communication and recurring technical issues to support product quality programs and product development.• Use acquired knowledge to suggest and contribute to Knowledge Base articles.Knowledge and Experience:• Knowledge of the networking industry, products, and protocols.• Knowledge of the following network protocols and technologies: TCP/IP and OSI model, IP Address and Subnetting, ARP, DHCP, DNS, POE (IEEE 802.3af/at/bt), ICMP, IPv4 & IPv6, and IEEE 802.1Q trunking, Wireless LAN Fundamentals, VPN, NAT/PAT, etc.• Knowledge of troubleshooting utilities such as Ping, Traceroute, Wireshark (or similar packet capture and analysis tools) is highly desired.• Proven work experience to troubleshoot complex and dynamic customer environments• Expertise in balancing the communications needs of each customer case.• Have a strong analytical mind and the ability to triage.• A high aptitude for both learning and teaching is required.• Excellent written and verbal communication skills are a must.• Ability to clearly and concisely articulate matters to customers.• Outstanding customer service skills.• Excellent account management, follow-through, and attention to detail.• Ability to multitask and be adaptable to work in a fast-paced environment.• 1+ years of experience in computer networking-related problem-solving, critical thinking, and troubleshooting.Education: • Bachelor's/Master's Degree in Engineering/Computer Science/IT is preferredbut not mandatory.• Networking certifications are a plus. PRB
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