Network Engineer L1 L2

5 days ago

Chennai, India Global Serve Solutions Full time
  • Call , ,
  • DESIGNATION : L2 Network engineer
  • LOCATION : Chennai

  • YEARS OF EXPERIENCE: 2- 3 years of work experience in enterprise technical support

  • Role and Key Responsibilities:

  • Resolve customers issues via the telephone, email, or Zoom session

  • Reproducing issues in-house and responding promptly

  • Regular follow-ups with customers with recommendations, updates, and action plans

  • Escalate issues promptly according to standard operating procedures

  • Leverage internal technical expertise, including peers, mentors, knowledge base, community forums, and other internal tools, to provide the most effective solutions to customer issues

  • Create new knowledge base articles to capture new learning for reuse throughout the organization

  • Participate in technical communications with peers to share best practices and learn about new technologies

  • Focus on an area of technical specialization and attend technical training,

  • Read and work with other technical support engineers on cases that will help cultivate that expertise

  • Key Skills and knowledge:

  • Fluent written and verbal communication skills in English

    • Good interpersonal communication and customer service skills are needed to work successfully with customers in high-stress and or ambiguous situations
    • Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment

  • The logical approach to problem-solving & Strong Troubleshooting experience

    • Willingness to work in a 24x7 environment. Flexible to work evening/night hours if required. This may change as per business needs
    • Knowledge of L3 and L2 Protocols (TCP, UDP, ARP, DHCP, ICMP, IPv4/IPv6, VLAN Concepts, VLAN Tagging)

  • Ability to troubleshoot networking issues at the L2-L7 layer.

    • Ability to perform and analyze tcpdump, wireshark, traceroute, route, and netstat data.

  • Educational Qualification :Graduate

  • CCNA Certification

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