Technical Support Network Specialist

1 week ago

Chennai, Tamil Nadu, India beBeeNetworkSupport Full time ₹ 9,00,000 - ₹ 12,00,000

Job Title: Technical Support Specialist

About the Role

We are seeking a skilled and experienced Technical Support Specialist to join our team. As a key member of our Global Customer Technical Support team, you will provide post-sales support to Customers and Partners globally.

Key Responsibilities
  • Communicate with customers by listening to and understanding their problem, then clearly explaining detailed technical information
  • Ask targeted questions to quickly understand the root of the problem
  • Diagnose and troubleshoot technical issues in an expedient manner
  • Track issues through to resolution, within agreed time limits
  • Elevate unresolved issues to the appropriate next level/internal teams
  • Provide prompt and accurate feedback to customers
  • Refer to internal databases or external resources to provide technical solutions
  • Lead troubleshooting & brainstorming discussions
  • Deliver workshops to both local and global teams - customer presentations to senior technical personnel and management
  • Ensure all issues are properly logged – following case management process
  • Prioritize and manage several open issues at one time
  • Follow up with customers to ensure their systems are fully functional after troubleshooting, and a solution has been provided
  • Identify areas for improvement whether in processes, procedures, or tools
  • Document technical knowledge in the form of knowledge base articles and/or submitting documentation opportunities
  • Create and deliver product knowledge sharing sessions to the respective regional team
  • Collaborate with Sales Teams to ensure timely updates for any critical issue
  • Work with Engineering teams to assist with documentation
RequirementsEssential Skills and Qualifications
  • Understanding of networks
  • CCNA or equivalent knowledge
  • 4G-5G
  • AAA
  • Any of the following certifications: CCNA, MCSE, Cloud, and/or RedHat
  • Deep knowledge of supported Linux/Unix operating systems
  • Deep knowledge of product software and hardware
  • Advanced understanding and experience of networks, firewalls, protocols
  • Knowledge in tracing and troubleshooting high-level protocols and traffic
  • Extensive understanding and experience of virtualization & cloud concepts, properties, and technology
  • Good understanding of technology infrastructure, security concepts, and platforms
  • Strong understanding of networking (specifically IP related technologies)
  • Good understanding of virtualization & cloud concepts
  • Able to install, configure, and/or operate network equipment
  • Scripting and some programming
  • Ability to communicate with customers presenting technical information
  • Focus to detail and can follow defined processes/procedures
  • Technical acumen and able to identify when escalations are required
  • Autonomy – increases technical knowledge by attending self-studies to bring value to the organization
  • Organization and prioritization abilities
  • Good computer skills in MS Office
Desired Skills and Qualifications
  • Subject Matter Expertise in 1-3 areas relative to AppLogic Networks product
  • Great collaborator
  • Good CSAT and customer feedback
Benefits

As a Technical Support Specialist, you will have the opportunity to work on challenging projects, collaborate with experienced colleagues, and contribute to the success of our organization. We offer a competitive compensation package, including:

  • Opportunities for professional growth and development
  • A supportive and collaborative work environment
  • A comprehensive benefits package
Others

We are an equal opportunities employer and welcome applications from diverse candidates. Please submit your application, including your resume and cover letter, to apply for this exciting opportunity.

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