Network Support Engineer

• Designation: Network Support Engineer - Tier 2
• Work Experience: 3 - 5 Years as a Senior Network Engineer
• Technologies: Must have extensive knowledge of Routing & Switching, VPN, Wireless
• Skill Set: Excellent written communication skills, expert in network troubleshooting
• Shifts: Rotational (will include night shifts)
• Working Days/week: Five Days
• Salary Range: LPA (can negotiate for extremely talented candidate)
• Closure time: Urgent (as soon as possible)

Job Location Andheri East Chandivali Mumbai

On payroll of the firm.

No virtual interview at all/ Only walking interview at the office.

About the Role

At Organization, our mission is to rethink IT, not just by making powerful networking technology more accessible

but by delivering frictionless product experiences tailored to our users. Our goal is to have a technical

support team that goes far beyond the tiered support model and breaks the standard stereotype of support.

Our tech support teams work in a non-siloed environment, keeping the Agile methodologies in view. Thus,

they eliminate the delays in reaching a resolution for a problem, ultimately resulting in raising satisfaction

and achieving customer success.

Responsibilities

• Support all of our product lines, such as wireless technologies, routing and switching, security

and VPN, security cameras, and other various network-related issues reported by our customers.

• Our senior network engineers treat support cases with a two-way approach: They resolve the issue at

hand and look for opportunities to improve the product and UX.

• Identify areas and opportunities to streamline things and provide actionable feedback for improving

the brand narrative.

• Prioritise high-touch cases and close the gaps in the workflow.
• Investigate areas of misalignment or issues that are critical dead ends, and provide suggestions to

remove them.

• Own each customer case from initial creation to resolution and work directly with the customers and

the development teams.

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

product.

• Read and analyse packet captures to resolve sophisticated networking issues on customers' devices.
• Perform their own lab recreates in our internal lab setup as part of the troubleshooting.
• Perform QA tests to identify issues and bottlenecks and report to the product development team.
• Interpersonal skills, product knowledge, and expertise are critical to responding to daily customer-

centric activities.

• Troubleshoot complex problems with hardware equipment and version applications and recommend

corrective action.

• 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.
• To stay current on our features and technology, attend training, participate in team

communication, and keep up with enterprise and networking trends.

Knowledge and Experience

• Minimum of 3 - 5 years hands-on experience and a combination of designing, deploying, configuring,

supporting, troubleshooting, debugging and administering network protocols and technologies such

as: ACL, ARP, DHCP, DNS, POE (IEEE 802.3af & IEEE 802.3at), Flow Control, ICMP, IPv4 & IPv6, Routing

protocols, QOS, SNMP, STP/RSTP/MST (IEEE 802.1d), VRRP, VLAN (IEEE 802.1q), VRF, Wireless LAN.

• Experience with troubleshooting tools such as tcp dump and Wireshark (or similar packet generation

and analysis tools) is highly desired.

• A strong comfort level with Linux is highly desired but not mandatory.
• Prior troubleshooting experience preferred.
• Familiarity with Ubiquiti products is preferred, though not required. We do expect, however, that you

will proactively develop your knowledge on the job.

• Hardware development — both in diagnosing problems as well as communicating them in multiple

technical contexts. Thus, excellent written and verbal communication skills are a must, as is a

• collaborative approach.
• 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 work under stress.

Education

• Bachelor's Degree in the field of CS, Networking or Master's Degree in the field of CS, Networking, IT +

work experience (minimum 3 years) as a Senior Network Engineer

• 3+ years of experience in computer networking – related problem solving, critical thinking, and

troubleshooting.

• Networking certifications are a plus.

Work Location & Shift

• Mumbai
• Rotational Shift / Including Night shift.

Transportation will be provided till home by cab/ pic n drop both, all over Mumbai.

Sameer

Job Type: Full-time

Pay: ₹1,091, ₹1,949,259.85 per year

Benefits:

• Provident Fund

Experience:

• Network support: 3 years (Required)

Work Location: In person