Senior Network Support Specialist

1 week ago

Mangalore, Karnataka, India beBeeNetwork Full time ₹ 15,00,000 - ₹ 20,00,000

Job Overview

This is a key role within our organization that involves leading the management and ownership of support tickets related to existing customer services. The successful candidate will design and implement changes as per client requirements, working closely with internal teams to ensure effective customer support.

Main Responsibilities

  • Regular communication verbally and written with existing customers ensures their needs are met. This includes:

    • Frequent verbal updates on project progress
    • Ongoing written communication through regular reports and summaries

  • Provide 3rd Line support for incoming customer support queries and escalations from other teams, ensuring timely resolution of issues.

  • The successful candidate will take ownership and effectively manage support tickets for incidents, change and service requests, ensuring minimal disruption to customers.

  • Plan and complete projects assigned by senior management, utilizing technical expertise and problem-solving skills to deliver results.

  • Detailed documentation of customer solutions will be maintained, including CMDB, Visio documentation and technical summary write-ups.

  • DR/Failover Testing will be conducted to ensure business continuity.

  • Mentorship and support will be provided to junior engineers to enhance their skills and knowledge.

Technical Expertise

The successful candidate should have experience working with:

  • Switching technologies; Cisco, Meraki, Aruba, HP, Dell, Juniper
  • Wireless networking; Cisco, Meraki, Aruba
  • Security devices; Palo Alto, Prisma, Fortinet, Cisco ASA
  • SD-WAN solutions; Citrix, Viptela, Meraki, Fortinet, Nuage
  • Cisco NAC ISE, SD-A/DNAC, DOT1x
  • Cisco Nexus series switches

Required Skills and Qualifications

  • Demonstrable knowledge at CCNP (ENT/DC/SP/SEC) or JNCIP-ENT level is required.
  • In-depth knowledge of configuring and troubleshooting network security devices/protocols is essential.
  • Ability to troubleshoot and isolate faults to identify root cause and bring to resolution.
  • Advanced knowledge of layer 2 and 3 protocols is necessary.
  • Experience using firewalls such as Palo Alto, Fortigate or Cisco ASA is required.
  • Strong knowledge of OSPF and BGP in an ISP environment is desired.
  • Proficient in packet capture and interpretation.

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