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Technical Support Engineer ll
AryakaBengaluru, Karnataka, India7 hours ago
Job descriptionTeam Player with positive mental attitude. Excellent written and verbal communication skills. Excellent analytical and problems solving skills. Hard working, focused and result orientation personality required. Able to handle the work independently with less supervision Provide pre and post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues Work to reproduce customer issues and qualify critical issues Publish Technical Support Bulletins and other user documentation in the Knowledge Base Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc. Provide on-call support on an as needed basis Bachelor’s Degree in Computer Science, Information Technology or similar 2+ plus years of related experience Strong in networking fundamentals like TCP / IP, ARP, DNS, DHCP etc Ability to independently to debug broad, complex, and unparalleled networks with mixed media and protocols required In-depth experience in routing and switching (OSPF, BGP, VLAN, STP) Experience with security (IPSEC, SSL-VPN, NAT, GRE) Prior experience in similar vendor Technical Support Centre Experience with Authentication Protocols a plus (Radius / TACACS) Experience with Windows & Linux (any flavour) a plus Experience with Palo Alto, Cisco, Checkpoint, Juniper, Fortinet products a plus Experience with Remote Access VPN like Cisco AnyConnect, Pulse Secure Experience on Cloud Security like Zscaler, Palo-Alto Prisma Knowledge on AWS, Azure or Similar a plus Excellent written and verbal communication skills Fluent knowledge of English Willing to work in shifts(24 / 7) Proactively identify, diagnose, analyze and troubleshoot the issues on customer networks as well as Aryaka Core Networks. Taking over escalated issues from L1s in a timely manner & and working with various stakeholders such as customers / engineering to arrive to a swift resolution. Also, if required, appropriately escalate the issues to the next level. Give constructive feedback on the process and the tools to improvise the same. Ensure to assist the Shift L1s with daily working of monitoring & basic diagnosing of network related issues and drive them to closure. Research alternative solutions or workarounds. Diagnosing the escalated network issues & working with various stakeholders such as customers, engineering, vendors etc. and reporting the same. Escalating to Technical Leads / Escalation Engineers & follow-up on the issue for closure. Proactive Problem Management of certain critical accounts. Implement regular upgrades to the networks. Document the issues and solutions in the Knowledge Base. Willing to work in Shifts round the clock in a 24x7 environment on Rotational basis. Mentor the L1 engineers to bring them into the system. Ensure proper shift / task handover is done to the next shift. Holding technical training for the team members to enhance their skills. Cross team functioning . Work for a global, fast-growing SD-WAN innovator. Be a part of a company culture that embraces diversity and inclusivity. Aryaka was named one of the INC. magazines best places to work for 2020.
Description
Technical Support Engineer ll
Are you a seasoned networking enthusiast with a passion for tackling complex challenges? Do you thrive on providing top-notch technical support and building positive customer relationships? If so, we have an exciting opportunity at Aryaka to join our team as a Technical Support Engineer ll
Qualifications-
- Bachelor’s Degree in Computer Science, Information Technology or similar.
- 2-4 years of experience in Networking Industry. Customer facing experience is an advantage.
- Preferably from TAC expertise
Responsibilities-
Technical Skills Required–
Bird’s eye view of your role –
What will you bring –
What are your performance objectives –
How will your lofty goals be translated into specific actions / short term goals –
What’s in it for you? (EVP – Employee Value Proposition) –
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Technical Support Engineer • Bengaluru, Karnataka, India
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