Technical Support Engineer

General Summary:

The Technical Support Engineer is responsible for providing technical support to system users and customers by evaluating user needs, identifying problems, and finding solutions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our products with enhanced overall system performance for partners.

Non-Negotiable Skills-:

• Must have a minimum of 5 years of relevant experience in the Networking Domain.
• In-depth experience & knowledge on Network firewall packet flow
• Advanced knowledge of networking equipment, including switches, routers, firewalls, LAN, WAN, IP Security, NAT, ACLs, STP. HSRP, PPP, MPLS, VPN, SNMP, TCP/IP, IPsec, AAA, TFTP, TACACS+, RADIUS, STP, VLAN, 802.1Q TRUNK, EtherChannel, Switching Stack/VSS.
• Excellent configuration & Troubleshooting Knowledge on VPN, includes site to site & remote access VPN.
• In-depth knowledge of Switching & Routing protocols.
• Installing, configuring, and troubleshooting L2/L3 Switches, Routers, and Wireless Access Points.
• Strong knowledge & amp; experience with Azure & AWS (esp. Azure networking) are mandatory.
• Experience in configuring UTM (Unified Threat Management) will be an added advantage.
• Must have experience in configuring basic Network topology.
• Experience in troubleshooting and implementation of Switches (switching issues).
• Must have an excellent understanding of Network Services, e.g. DHCP Server, DNS, File share, Windows Firewall etc. - Must understand Windows Networking.
• Knowledge of OSI and TCP/IP.
• Excellent communication skills, writing.
• Flexibility to adjust to changing requirements, schedules, and priorities.

Skillset Required:

• Experiences in configuring UTM (Unified Thread Management) and its security will add an advantage.
• Ability to understand, plan and build Basic network topology.
• Diagnosing complex network issues and working with other team members to diagnose issues with integrated systems.
• Participate in multiple network projects simultaneously while maintaining daily operational excellence
• Enthusiasm for learning new skills & cascading knowledge to junior techs
• Good communication skills - both written and verbal
• Passion for providing exceptional service to customers.
• Strong sense of ownership and accountability.
• Troubleshooting and the ability to analyse technical problems to prevent future occurrences.

Certification:

• Network Certification like CCTRS (Cisco Certified Technician Routing and Switching) or CCNA (Cisco Certified Network Associate) or CompTIA
• Any Network Certification related to firewall products.

Working Conditions:

• Hybrid / On-Site, depending on location