Technical Support/ Network Engineer
Job Summary:
- You will be responsible for the day-to-day operations, maintenance, administration, configuration, problem resolution and/or technical support for voice and data infrastructure related hardware and software.
- This position is responsible for technical troubleshooting and leadership skills to be able to recover from complex network problems to restore service.
- It also involves consulting with clients, hardware/software vendors and various voice/data support groups.
- Includes direct technical support for all products delivered in this 7x24 hour environment.
- Responsible for monitoring and responding to technical hardware and software problems utilizing a variety of tools and techniques in support of the routers, servers, gateways, etc.
- They may oversee routine hardware/software audits, ensure adherence to company security/compliance policies and maintain telephony application and/or hardware/software configuration documentation.
Your responsibility includes:
- Contribute to Global Customer Service Center goals of providing world-class customer service
- Work closely with internal and external technical teams/organizations and leadership to resolve customer issues.
- Ensure world-class customer satisfaction through proactive communication of all problems.
- Act as an interface to customers, accepting trouble reports and dispatching them to appropriate personnel and/or carriers.
- Actively troubleshoot and diagnose problems using industry-standard tools such as Iris, Wireshark.
- Interact with internal/external teams/vendors and customers to report events and/or the resolution of events.
- Escalate or handoff tickets to appropriate groups or centers.
- Ability to fully document information in Trouble Ticketing application.
- Possess excellent communication skills.
- Utilize tools available – manuals, web-based documentation, and lab
- Ability to follow instructions - both written and verbal.
- Ensure problems are satisfactorily resolved in a timely manner with a focus on providing a high level of support for all customers to contribute to positive customer satisfaction.
- Utilize different technologies such as smart chat, Nuance (customer chat),Q messenger.
- Support leadership in transitioning in new deals (Gatekeeper Requests) and writing desk level procedures for the team.
- Train new agents on customer service, tools and process and procedure.
Eligibility Criteria:
- Worked with routers, switches, VOIP, WAN, LAN. (Cisco, Edgewater)
- Worked with network topologies such as ISDN, Frame Relay, T1, T3, DS3, ATM, OC-N, SONET, DWDM, and xDSL.
- Worked with different protocols such as TCP/IP, ICMP, UDP, SNMP, SMTP, RIP, OSPF, EIGRP, BGP, MGCP, H323, SIP
- Familiar with network monitoring tools and ticketing systems such as Remedy, Netcool, HP Openview, SMARTS, Prognosis, and CA Unicenter
- Understanding of LAN and WAN Internetworking Devices: Functions of Internetworking, Linking Devices (Routers, Switches, and Gateways. Configuring, Routing IP Addresses, and Subnetting.
- Desired experience with Internet services such as DNS, Radius, etc.
- Required Intermediate level knowledge working within configuring Cisco Router and Switches as well as Ribbon (Edgewater routers),experience with Cisco Unified Communication System, VoIP Gateways and Unified Messaging.
- Desired knowledge working with the following:
- Web caching, Content networking, Video over IP, and TDM Switches.
- Working experience with multi-vendor firewall and VPN devices such as Cisco PIX, ASA, ACS, Check Point, Netscreen, Nortel Contivity, etc.
Competence:
- Excellent Customer Service Skills
- Excellent Written and Verbal Communication Skills
- Self-managing, self-directing
- Quick to Learn New Skills
- Team Worker
- Intermediate to Advanced Analytical Skills
- Persistent with Tasks
- Calm and Patient Under Pressure
- Knowledge of Customer Networks including any and all technologies.
- Proficient in multitasking.
Education and certification:
- Bachelor of Engineering / Bachelor of Technology or equivalent
- Multiple certifications are desired including but not limited to the following: CCNA, CCNP, CCVP, and CCIE.