Network Support Engineer

7 hours ago

Dombivli, Maharashtra, India beBeeNetwork Full time ₹ 20,00,000 - ₹ 25,00,000
Job Title: Network Infrastructure Specialist

We are seeking a seasoned network specialist to join our team. This role plays a critical part in ensuring the smooth operation of our network infrastructure.

Key Responsibilities:

  • Provide top-notch technical support for all network-related issues and product lines.
  • Collaborate with Tier 1 teams to resolve complex customer cases and facilitate discussions with product development teams as needed.
  • Investigate areas of misalignment or critical issues and provide suggestions for mitigation.
  • Identify trends and suggest corrective actions to prioritize resolution of high-touch issues.
  • Share ideas to enhance product UX and make the UI more intuitive.
  • Conduct lab recreates in our internal lab setup as part of troubleshooting, as necessary.
  • Support and mentor Tier 1 team members in complex troubleshooting scenarios.
  • Stay up-to-date on latest features and trending technologies, participating in team communication, and keeping abreast of enterprise and networking trends.
  • Work closely with other members of Customer Engineering and Software/Hardware development teams in diagnosing problems and communicating them in multiple technical contexts.
  • Utilize interpersonal skills and product knowledge to respond to daily customer-centric activities.
  • 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.
  • Contribute to Knowledge Base articles using acquired knowledge.

Requirements and Qualifications:

  • Detailed knowledge of the networking industry, products, and protocols.
  • Familiarity with 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.
  • Proficiency in troubleshooting utilities such as Ping, Traceroute, Wireshark (or similar packet capture and analysis tools).
  • Proven work experience in troubleshooting complex and dynamic customer environments.
  • Expertise in balancing communications needs of each customer case.
  • Strong analytical mind and ability to triage.
  • High aptitude for learning and teaching.
  • Excellent written and verbal communication skills.
  • Ability to articulate matters clearly and concisely to customers.
  • Outstanding customer service skills.
  • Excellent account management, follow-through, and attention to detail.
  • Ability to multitask and adapt to fast-paced environment.
  • 1+ years of experience in computer networking-related problem-solving, critical thinking, and troubleshooting.
  • Bachelor's/Master's Degree in Engineering/Computer Science/IT (preferred) or Networking certifications (a plus).

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