Calix - TAC Engineer - Network Support

4 weeks ago


Bangalore, Karnataka, India CIDC PRIVATE LIMITED Full time

Location: CIDC, IN-Bangalore

Job Summary

As a Systems Engineer (TAC) - Access Technology support, you will provide technical assistance and support to Calix customers and partners. You will troubleshoot, resolve, and document complex network problems in a fast-paced and collaborative environment. You will work with cutting-edge technologies and products that enable secure and seamless connectivity for millions of users across the globe.

Responsibilities :

  • Provide technical support for Calix Access products, such as routers, switches, wireless controllers, and access points.
  • Analyze, diagnose, and resolve network issues reported by customers and partners.
  • Analyze outages - document per guidelines, communicate risks.
  • Collaborate with other engineers, product managers, and calix vendors to identify root causes and solutions.
  • Escalate complex or unresolved cases to the appropriate teams or experts.
  • Meet SLAs and keep customers satisfied.
  • Update Salesforce tickets continuously per Calix processes
  • Document case histories, best practices, and troubleshooting guides.
  • Contribute to the continuous improvement of the TAC processes and tools.
  • Cover shifts based on business needs - comfortable with 24x7 work.
  • Cause analysis obligations. Provide pragmatic and effective recovery. Manage and communicate the related risks.
Technical Skills :
  • 4+ years of technical support and/or escalation support experience, with background in networking and telecommunication.
  • Provide Level-2/3 support and troubleshooting to resolve issues.
  • In-depth understanding of Networking protocols i.e. TCP/IP, DHCP, DNS, SNMP, IPFIX, IPV4/IPV6, CGNET, Ethernet, Layer2 (RSTP/MSTP, VLANs, etc.), Layer3 (IP Routing, OSPF, BGP, etc.), MPLS (L2-VPN, L3-VPN) and networking management (must have)
  • Knowledge of Linux, shell script and Python (good to have).
  • Knowledge on Cisco, Juniper, or other network devices (must have)
  • Strong knowledge of the product and its features, benefits, and use cases.
  • CCNA/CCNP/JNCIP/RHCSA or equivalent desired ( Good to have)
Professional skills :
  • Fluent in the English language (Verbal and written). This is mandatory.
  • Should be able to articulate technical issues / solutions to internal / external customers.
  • Self-motivated (Do not require constant 'oversight/assistance' to get jobs done, etc.).
  • Adaptability (Adapt to change quickly; Ability to learn new technology, products, processes, etc. quickly)
  • Accountable and open to constructive feedback.
  • Exceptional customer service skills. Placing customer needs first is an absolute requirement.
  • Ability to objectively think and solve problems under pressure (Very important)
Qualifications :
  • Bachelor's degree in computer science, Engineering, or related field, or equivalent work experience.
  • CCNA or CCNP certification, or equivalent knowledge of Cisco networking technologies.
  • Experience working in a Network NOC, R&D and/or customer facing environment.
  • Strong troubleshooting and analytical skills.
  • Excellent communication and customer service skills.
  • Ability to work independently and as part of a team.
  • Willingness to learn new technologies and products.

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