Why Join Us
Position: Diamond Support Engineer/ Diamond Services Engineer
Shift Timing: 9 AM IST & 1:30 PM IST (As per business need)
Key Responsibilities
- Provide customers with technical support through analytical skills, facilitate new installations, implementations, maintenance, education, and author documentation in support of the customers environment.
- Business and technical communication skills are important for interfacing with clients, both at the engineer and management level. Working in a close-knit team environment, as well as organizational ability for multi-tasking and flexibility
- Occasional travel to customer sites in India and abroad.
- Take ownership of customer reported network issues and provides assistance in quick service restoration and problem resolution.
- Reproduces customer reported issues and works with internal teams to provide a resolution.
- Ensures management of customer expectations and resolution of technical issues in a timely manner.
- Provides necessary support to the Service Managers for high profile technical escalations.
Qualifications
- 5-8 years of relevant experience working in a TAC environment. Past experience working as a Technical Account Manager (TAM)/Hi-Touch Support/CFTS Engineer or similar Technical Role that handles account based support models is a Must.
- Prior experience working on enterprise grade firewalls.
- Solid exposure to TCP/IP/switching/routing protocols.
- Working knowledge of tools like TCP DUMP and Wireshark.
- Experience working in Cloud platforms a plus(GCP,AWS,Azure).
- Working knowledge of Linux commands/shell scripts.
- Working knowledge of DNS, DHCP,IPSEC.
- Good understanding of AAA, Digital Certificates, Active Directory.
- Experience with Core dump/kernel panic analysis.
- Ability to manage high value accounts and keep the internal/external stake holders well informed.
- Ability to communicate with customers in a professional manner.
- Self-Learner.
- Excellent Time management skills
