Senior Technical Support Engineer

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.