Job Description :
Troubleshoot all Tier 2 issues from customers (phone, email and web

Ensure consistent customer satisfaction on all interactions.

Document all communication with customers in the CRM.

Notify/Discuss with TL/Manager on tickets that require assistance.

Timely hand-off (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 Forum.

Basic Criteria & Skill Set:

3+ years of 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.

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 on routing protocols RIP V1/V2, OSPF, BGP


Working knowledge of Authentication Protocols like TACAS/RADIUS/802.1x

Working knowledge on Cisco, Checkpoint, Juniper, Fortinet, SonicWall, Netscreen

Experience on troubleshooting tools like Sniffer, Ethereal, and Wireshark.

CCNA, CCNP, Checkpoint Certification, CCSP certifications will be an added advantage.

Ability to work rotating shifts.