Senior Network Support Engineer

The client is looking to hire a Senior Network Support Engineer for their team at Gurgaon.

Shift Timings : US Shifts

Responsibilities:

• Support all of client's Network and OS product lines to diagnose and tackle various network-related and product-related issues reported by customers.

• Provide support on customer cases with full accountability on escalation cases raised by the Tier 1 teams and facilitate discussions with the Product development teams (as and when needed).

• 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:

• Prioritise resolution of specific high-touch issues.

• Share ideas to enhance the product UX.

• Provide suggestions to make the UI more intuitive.

• Perform their own lab recreates in our internal lab setup as part of the troubleshooting, as and when necessary.

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

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

• 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.

• Interpersonal skills and product knowledge are critical to responding to daily customer-centric activities.

• Read and 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.

• Use acquired knowledge to suggest and contribute to Knowledge Base articles.

Knowledge and Experience:

• Knowledge of the networking industry, products, and protocols.

• Knowledge of 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, and IEEE 802.1Q trunking, Wireless LAN Fundamentals, VPN, NAT/PAT, etc.

• Knowledge of troubleshooting utilities such as Ping, Traceroute, Wireshark (or similar packet capture and analysis tools) is highly desired.

• Proven work experience to troubleshoot complex and dynamic customer environments

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

• Have a strong analytical mind and the ability to triage.

• A high aptitude for both learning and teaching is required.

• Excellent written and verbal communication skills are a must.

• 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.

• 1+ years of experience in computer networking-related problem-solving, critical thinking, and troubleshooting.

Education:

• Bachelor's/Master's Degree in Engineering/Computer Science/IT is preferred

but not mandatory.

• Networking certifications are a plus.