Engineer Primary Responsibilities and Duties:
Troubleshoot all Level 1/ 2 Calls from customers.
Ensure consistent customer satisfaction.
Document all communication with customers in the CRM.
Notify/Discuss with TL/Manager on tickets that require assistance.
Timely handoff ( escalation) of cases that require technical escalation to L3 TAC.
Plan and constantly work on upgrading tech and product expertise.
Contribute to the knowledge base/ Tech ForumBasic Criteria:
5+ years’ experience in configuration and troubleshooting high-end networks and security appliances.
The Ideal candidate will be an Engineer, who is a self-starter, with excellent interpersonal, communication, documentation, problem solving and troubleshooting skills.
Quality focus, result & goal orientation in a group situation, and commitment to customer delight are a must.
Debugging hardware & software system level problems in a multi-vendor multi-protocol network environment.Basic Skill Set:
Good understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SNMP, FTP, TFTP).
Experience in VLANS, Tagging - IEEE 802.1q, 802.3ad, 802.1d,802.1w.
Experience in IPSEC VPN/SSL-VPN/NAT/GRE/
Experience on routing protocols RIP V1/V2, OSPF, BGPCore Skill Set:
Knowledge on Authentication Protocols like TACAS/RADIUS/802.1x
Working knowledge on Cisco, Checkpoint, Juniper, Fortinet, SonicWall, Netscreen, Juniper SRX
Experience on troubleshooting tools like Sniffer, Ethereal, Wireshark.
CCNA, CCNP, Checkpoint Certification, CCSP certifications will be an added advantage.
Please send your CV to [HIDDEN TEXT]