Tac Engineer

Job Description

Required Skills Ability to work in a highly dynamic TAC (Technical Assistance Center) environment with a High focus on customer satisfaction. Able to determine problems quickly and deliver a Remarkable Customer Experience. Check the case queue and clear the cases in it before the end of the shift Help customers with Netskope products and services. Update ZD with case updates and set SLA accordingly Manage caseloads & backlog in a timely manner, drive them for a closure Take ownership for problem resolution, problem reproduction and escalation. Escalate cases to the L2 team whenever required with proper documentation. Technical Skills Excellent Communication Skills. Candidate should have very strong fundamental core” networking skills, with thorough knowledge of TCP/IP Protocol suite, OSI layered architecture and should be able to relate that knowledge in troubleshooting related issues Excellent knowledge and prior experience supporting network security technologies such as Proxies, NG Firewalls, SSL/IPSec, VPNs, SSO Familiarity with DLP and Encryption gateways. Proven knowledge and practical application of Security, Firewalls, access and perimeter control, vulnerability management and intrusion detection. Ability to understand and troubleshoot various network problems using utilities like lookup, traceroute, ping, net stat and packet sniffers like wire shark, TCP dump and HAR Captures (HTTP Archive) etc International Support experience preferable. Desired Profile: Minimum 3+ years of experience in TAC Environment like Firewall and SASE domains. Should have good communication skills Have a strong network security experience Experience in the IT / ITES sector preferably with expertise in network security domain Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications Enjoy challenging and diverse work assignments in a fast-paced environment Should consistently achieve business goals in a short time frame