Technical Assistance Center Engineer

Knowledge / Skill Requirement

A TAC Engineer is responsible for ensuring that enterprise-level customers have a positive experience with their switch and router networking services. They work to address customer issues, identify areas for improvement, and provide guidance and support to customers as needed. Here are some primary and secondary skills that are important for a TAC Engineer :

1. Networking Expertise : The engineer should have 5-8 years of strong technical skills and knowledge of L2 / L3 switching and routing systems and technologies, including security, tunnelling and network service protocols and Quality of Service (QoS) networking. Relevant industry certifications, such as CCNP (routing and switching) is strongly preferred.

2. Network design and configuration : The engineer should be able to design and configure switching networks that meet the customer's business requirements and align with industry best practices. This may involve installation, configuration, troubleshooting, and optimization of network equipment, such as switches, routers, and security gateway.

3. Security : The engineer should be knowledgeable in network security protocols and best practices. They should be able to configure and manage security features such as authentication, ACLs, port security, VLANs and 802.1x.

4. Troubleshooting : The engineer should be able to troubleshoot network issues and identify problems with the network infrastructure, including connectivity, configuration, VLAN, STP, port security and Quality of Service (QoS). They should also be able to use network monitoring tools and protocols such as Wireshark, Zabbix and Nagios.

5. Communication skills : The engineer should have excellent communication skills, both verbal and written. They should be able to explain technical issues and solutions to non-technical customers and collaborate effectively with other internal teams, such as sales and product management.

6. Customer Service Skills : The engineer should have strong customer service skills, including the ability to handle customer complaints and inquiries professionally and efficiently.

7. Problem-Solving Skills : The engineer should be able to identify and solve complex technical issues and think creatively to find solutions to problems.

8. Attention to Detail : The engineer should have excellent attention to detail to ensure that they identify and address all issues and potential areas for improvement.