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.