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Senior Network Support Engineer
1 week ago
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.
- 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.
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