Networking Technical Support Engineer (L3)

Overview

Networking Technical Support Engineer (L3) providing professional remote technical support to clients by identifying and resolving technical incidents and problems.

What you'll do

• Maintain the support process and handle support requests according to procedures.
• Identify and resolve problems following agreed procedures.
• Perform maintenance tasks and ensure knowledge articles are used for incident diagnosis and resolution.
• Monitor service delivery against SLAs, analyze service records, and initiate or report actions to maintain or improve service levels.
• Prioritize, diagnose, investigate root causes of incidents, and escalate unresolved incidents until resolved.
• Document and close resolved incidents, and maintain accurate configuration records for configuration items (CIs).
• Remotely investigate root causes and assist with implementation of agreed remedies and preventative measures.

What you'll need

• Seasoned experience in networking technologies including routing, switching, wireless, SDI distribution, and core/access layers.
• Seasoned experience in technical support to clients.
• Seasoned experience in diagnosis and troubleshooting.
• Working knowledge of technical documentation.
• Knowledge of management agent concepts, redundancy concepts, and remote console architecture within the supported domain.
• Knowledge of vendor technologies such as Cisco, Juniper, Aruba, and RiverBed.
• Bachelor's degree or equivalent in IT/computing or related field, plus professional networking certifications (e.g., CCNP/JNCIS/ACMP/Cisco DevNet mentioned).

Details

• Location: Gurgaon, India.
• Workplace type: Hybrid Working.