Job description
- The candidate is expected to work in a highly dynamic and technical environment with relentless focus on delivering Remarkable Customer Experience.
- Demonstrate ownership of customer reported issues till resolution.
- Lead key customer escalations within team towards resolution and own stake holder communication on critical / hot escalations.
- Understand Customer s impact. prioritize, own and effectively communicate between various stakeholders.
- Closely engage with escalations team and Product teams to drive customer reported escalations towards closures.
- Knowledge Creation, Quality / Continuous improvement initiatives and Training / Mentoring activities.
- Be a Team player, flexible to work on Weekends/Holidays as per the Business requirement.
Mandatory Skills:
- Excellent verbal and written communication, presentation and customer handling skills.
- Ability to logically troubleshoot complex and high impact problems
- Self-learner with appetite for continuous development.
- In-depth knowledge of the following:
- Switching Technology [xSTP, VRRP, LACP, Etherchannel, Dot1x, Dot1q, QOS, POE]
- IP and related protocols (ARP, ICMP, TCP, UDP, DNS, DHCP)
- 802.11 a/b/g/n/ac/ax Wireless protocol standards.
- BGP, OSPF, VxLAN, EVPN understanding would be an added advantage.
- Scripting skills like Python, or Shell (bash, csh) would be considered as added advantage.
Preferred Work Experience
- Technical Support experience supporting critical network infrastructures of Enterprise/Telecom or Cloud customers
- Troubleshooting complex networks in Switching/Wireless/Cloud domain
- Experience in working with Product Development/Engineering team to resolve customer reported issues.
- Network Design and implementation experience in Datacenters would be a plus.
Educational Qualification
- Engineering Graduates with 7+ years of relevant work experience
- JNCIE or CCIE in Routing Switching is a Plus.
- Certification on Cloud based / wireless technologies is an added advantage.
