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Senior Network Support Engineer

2 weeks ago

Palakkad, Kerala, India beBeeNetwork Full time ₹ 10,00,000 - ₹ 25,00,000

Job Title: Senior Network Support Specialist

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The organization is seeking a highly skilled Senior Network Support Specialist to join their team in Gurgaon. As part of this role, you will be responsible for providing expert-level support and troubleshooting services to clients worldwide.

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Responsibilities:

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  • Support all network and OS product lines to diagnose and resolve various network-related and product-related issues reported by customers.">
  • Provide high-quality support on customer cases with full accountability on escalation cases raised by the Tier 1 teams and facilitate discussions with the Product development teams (as needed).">
  • Investigate areas of misalignments or issues that are critical dead-ends and provide suggestions to mitigate them.">
  • Identify issues through support trends and suggest corrective actions to prioritize resolution of specific high-touch issues.">
  • Share ideas to enhance product UX.">
  • Provide suggestions to make the UI more intuitive.">
  • Perform lab recreates in the internal lab setup as part of the troubleshooting process, as necessary.">
  • Provide support and mentoring to the Tier 1 team members in complex troubleshooting scenarios.">
  • Stay up-to-date on latest features and trending technology, participating in team communication, and keeping up with enterprise and networking trends.">
  • Work closely with other members of Customer Engineering as well as Software and Hardware development teams in diagnosing problems and communicating them in multiple technical contexts.">
  • Interpersonal skills and product knowledge are crucial to responding to daily customer-centric activities.">
  • Read and analyze packet captures using Wireshark/tcpdump to resolve sophisticated networking issues on customers' devices.">
  • 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.">

Requirements:

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To succeed in this role, you must possess:

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  • A strong understanding of the networking industry, products, and protocols.">
  • Knowledge of the following network protocols and technologies: 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 Ping, Traceroute, Wireshark (or similar packet capture and analysis tools) is highly desired.">
  • Proven work experience in troubleshooting complex and dynamic customer environments.">
  • Expertise in balancing the communications needs of each customer case.">
  • A strong analytical mind and the ability to triage.">
  • A high aptitude for both learning and teaching.">
  • Excellent written and verbal communication skills.">
  • Ability to clearly articulate matters to customers.">
  • Outstanding customer service skills.">
  • Excellent account management, follow-through, and attention to detail.">
  • Ability to multitask and be adaptable to work in a fast-paced environment.">
  • At least one year of experience in computer networking-related problem-solving, critical thinking, and troubleshooting.">

Education:

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A Bachelor's/Master's Degree in Engineering/Computer Science/IT is preferred but not mandatory.

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