Senior Network Support Engineer

Job Description

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. Show more Show less