Network Support

1 week ago

Delhi, Delhi, India Jobstronaut Full time

The company is seeking a Network Support - Team Lead to join their team in Gurgaon.



Shift Timings:
US Shifts



Responsibilities:


  • Enhancing the Product Experience by:
    • Supporting all product lines to diagnose and address wireless, security, switching, and other network-related issues reported by customers.
    • Holding full accountability for cases handled by Tier 1 teams and coordinating with development teams when necessary.
    • Prioritizing high-touch cases and resolving workflow gaps.
    • Investigating critical dead-end issues and proposing solutions to address them.
    • Identifying issues through support trends and recommending actions to enhance product quality and User Experience (UX).
    • Staying updated on features and technology by participating in training, team communication, and staying informed on industry trends.

Building Technical Knowledge of teams by:


  • Identifying knowledge gaps through real-time chat audits.
  • Providing lab activities for learning and replicating issues identified during audits.
  • Assisting in troubleshooting complex hardware and software problems and suggesting corrective actions.
  • Utilizing acquired knowledge to contribute to Knowledge Base articles.
  • Creating Standard Operating Procedures (SOPs) for common issues to enhance problem resolution.

Enhancing Process Adherence by:


  • Identifying areas for streamlining processes and offering feedback to enhance brand image.
  • Improving process enforcement methods.
  • Escalating deviations in the process to management.
  • Reporting and escalating systemic cases to management promptly when necessary.

Training and Development:
Identifying common gaps through real-time chat/email audits to improve:


  • Technical Knowledge
  • Product Knowledge
  • Process Efficiency
  • Monitoring session progress.

Team Management:


  • Conducting team-building activities to boost motivation.
  • Mentoring team members on processes to ensure SLA delivery.
  • Establishing clear team objectives and overseeing daily operations.
  • Driving team performance and reporting on Key Performance Indicators (KPIs).
  • Updating and submitting reports related to the assigned area of work.

Experience:


Knowledge of networking industry, products, and protocols.

Knowledge of various network protocols and technologies such as TCP/IP, OSI model, IP Addressing, Subnetting, ARP, DHCP, DNS, POE, ICMP, IPv4 & IPv6, IEEE 802.1Q trunking, Wireless LAN Fundamentals, VPN, NAT/PAT, etc.

Proficiency in troubleshooting utilities like tcpdump, Ping, Traceroute, and Wireshark.


The ideal candidate should possess:


  • Proven experience as a team leader.
  • Deep understanding of performance metrics.
  • Strong communication and leadership skills with a collaborative approach.
  • Excellent organizational, time-management, and decision-making abilities.
  • Analytical skills for efficient problem triaging.
  • Exceptional customer service capabilities.
  • Ability to handle multiple tasks and work well under pressure.

Education:


Bachelor's/Master's Degree in Engineering, Computer Science, or IT.

At least 1 year experience as a Team Leader in computer networking problem-solving and troubleshooting.

Networking certifications are a bonus.

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