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Network Support

4 months ago

india Jobstronaut Full time

The client is looking to hire a Network Support - Team Lead for their team at Gurgaon.


Shift Timings : US Shifts


Responsibilities:


Enhance the Product Experience by:


• Supporting all of client’s product lines to diagnose and tackle wireless, security, switching, and other various network-related issues reported by customers.

• Provide support with full accountability on cases handled by the Tier 1 teams and facilitate discussions with the development teams (as and when needed).

• Prioritise high-touch cases and close the gaps in the workflow.

• Investigate areas of misalignments or issues which are critical dead ends and provide suggestions to remove them.

• Identify issues through support trends and suggest corrective actions to elevate the quality of the product and UX.

• Stay up to date on client features and technology by attending training, participating in team communication, and keeping up with enterprise and networking trends.


Improve Technical Knowledge of the teams by:


• Identifying Knowledge gaps by Auditing real-time chats.

• Providing lab activities to learn and reproduce issues, as identified during chat/email Audits.

• Help troubleshoot complex problems with client's hardware and software along with recommending corrective action.

• Use acquired knowledge to suggest and contribute to Knowledge Base articles.

• Create SOPs for Standard/Common issues to improve issue handling.


Improve Process Adherence by:


• Identifying areas and opportunities to streamline processes and provide actionable feedback for improving brand narrative.

• Identify ways for improved process enforcement.

• Escalate to the management of deviations in the process are noticed

• Report and escalate systemic cases to management as necessary and in a timely manner.


Training and Development:


• Identify commonly seen gaps by performing real-time chat/email audits to improve upon:

1. Technical Knowledge

2. Product Knowledge

3. Process Improvement.

4.Assess progress based on sessions delivered.


Team Handling:


• Conduct team-building activities to enhance motivation.

• Guide and mentor team members from a process perspective to ensure delivery of SLAs.

• Set clear team goals & Oversee day-to-day operations.

• Drive team performance and report on metrics (KPIs).

• Provide updates and submit reports related to your own area of work.


Experience :


  • Knowledge of the networking industry, products, and protocols.
  • Knowledge of the following network protocols and technologies (preferred): 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 tcpdump, Ping, Traceroute, and Wireshark (or similar packet capture and analysis tools) is highly desired.


An ideal candidate should have:


• Proven work experience as a team leader.

• In-depth knowledge of performance metrics.

• Excellent communication and leadership skills along with a collaborative approach.

• Organizational, time-management, & decision-making skills.

• A strong analytical mind, as is the ability to triage.

• Outstanding customer service skills.

• Ability to multitask and work under pressure.


Education:


  • Bachelor's/Master's Degree in the field of Engineering/Computer Science/IT.
  • 1+ years of experience as a Team Leader managing a team working on a computer networking related problem solving and troubleshooting.
  • Networking certifications are a plus.