Senior Network Infrastructure Specialist

3 days ago

Vijayawada, Andhra Pradesh, India beBeeTechnical Full time ₹ 20,04,000 - ₹ 25,13,200

Job Title: Senior Network Support Engineer

Job Description: The primary responsibility of a Senior Network Support Engineer is to provide expert-level technical support for complex network and OS product lines.

Responsibilities:

Troubleshooting and Resolution

• Diagnose and resolve various network-related and product-related issues reported by customers with full accountability on escalation cases raised by the Tier 1 teams.

• 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.

Skill Development and Enhancement

• Share ideas to enhance the product UX and make the UI more intuitive.

• Stay up to date on latest features and trending technology, participating in team communication, and keeping up with enterprise and networking trends.

Collaboration and Communication

• Work closely with other members of Customer Engineering as well as both Software and Hardware development teams in diagnosing problems and communicating them in multiple technical contexts.

• Provide support and mentoring to the Tier 1 team members in complex troubleshooting scenarios.

Documentation and Knowledge Sharing

• 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.

Knowledge and Experience:

• In-depth knowledge of the networking industry, products, and protocols.

• Proficiency in 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, IEEE 802.1Q trunking, Wireless LAN Fundamentals, VPN, NAT/PAT, etc.

• Expertise in balancing the communications needs of each customer case.

• Strong analytical mind and ability to triage.

• High aptitude for both learning and teaching.

• Excellent written and verbal communication skills.

• 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 be adaptable to work in a fast-paced environment.

Education:

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

Network certifications are a plus.

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