Remote Technical Support Engineer (TAC)

Summary

Join our team as a Network Engineer and troubleshoot customer's network related technical issues remotely via email/phone/remote access. Replicate customer environments and issues in the TAC lab and debug. Work with Escalation engineer, QA and Engineering team to find out root cause, potential solution and test the solution before extending to customer.

Requirements

• 4-8 years of experience in IP Network Routing & Switching domain, troubleshooting, implementation, design etc
• Excellent Customer handling and communication (verbal and written) skills
• In depth knowledge of IP Packet flow, networking fundamentals
• Experience in of following technologies- routing/switching protocols OSPF, ISIS, BGP, IP multicast, MPLS, Datacenter Fabric, VLAN, STP, VxLAN, Virtual Chassis, Multi chassis truck, eVPN, ICMP, UDP, TCP, QoS, VRRP, Ethernet, VLAN, STP, ARP, LACP, stacking/virtual-chassis
• Experience working with traffic generator & linux servers

Responsibilities

• Troubleshoot Customer's network related technical issues remotely via email/phone/remote access (Network configuration, hardware and software related troubleshooting)
• Replicate customer environments and issues in the TAC lab and debug
• Work with Escalation engineer, QA and Engineering team to find out root cause, potential solution and test the solution before extending to customer
• Take ownership for the customer issues work on the resolution within defined SLAs
• Create/Update knowledge base articles, create troubleshooting documentation and root cause documents for customer as needed
• Participate in TOIs, team huddles and tech discussion
• Available to work in APAC shift ( 5.30AM-2.30PM IST) and cover weekends rotations as needed