TAC Network Associate - TCP / IP

About the Role :

We are seeking a highly skilled and motivated TAC Network Associate to join our Technical Assistance Center (TAC) team.

In this role, you will be responsible for providing advanced technical support, network troubleshooting, and incident resolution for global customers.

You will work in a fast-paced, mission-critical environment, ensuring maximum network uptime and performance.

This position is ideal for a networking professional who enjoys diagnosing complex issues, collaborating with cross-functional teams, and delivering exceptional customer support.

Key Responsibilities :

• Provide advanced Level 2 / 3 technical support to customers for network-related incidents and service requests.
• Diagnose and resolve issues related to routing, switching, firewalls, VPNs, and network performance.
• Analyze packet captures and system logs to identify root causes and recommend corrective actions.
• Work within SLA timelines to resolve issues and escalate critical cases as needed.
• Maintain proper incident tracking and documentation in ticketing systems such as Jira or ServiceNow.
• Proactively monitor network health and performance using tools like SNMP, NetFlow, Splunk, and other network monitoring platforms.
• Assist in configuring and maintaining routers, switches, load balancers, and firewalls from vendors like Cisco, Juniper, Arista, and others.
• Implement and troubleshoot dynamic routing protocols (OSPF, BGP, ISIS) and technologies like VLANs, STP, VRF, VXLAN, and BFD.
• Support data center network architectures, including leaf-spine topology and fabric management.
• Assist in maintaining secure network access through ACLs, IPS / IDS systems, and VPN configurations.
• Work with security teams to identify vulnerabilities and apply mitigation strategies.
• Communicate effectively with internal teams and customers to understand issues, explain technical details, and provide updates.
• Collaborate closely with engineering, operations, and customer success teams for complex issue resolution.
• Document troubleshooting steps, configuration changes, and solutions for future reference and knowledge base development.
• Contribute to process improvement by identifying recurring issues and proposing preventive solutions.
• Stay current with the latest networking technologies, tools, and best practices.
• Participate in internal training sessions, labs, and certification programs (CCNA, CCNP, etc.

Required Skills and Qualifications :

Education :

Experience :

Certifications :

Technical Skills :

(ref : hirist.tech)