Network Engineer

Role & responsibilities:

• Ability to communicate with tech-savvy clients using perfect written and spoken English.
• Familiarity with a range of enterprise software/ security solutions and be comfortable in conversations with IT professionals and technical clients.
• Experience troubleshooting and solving technical problems, client advocacy, empathy, and keen attention to detail.
• Available to work any assigned shift - the team provides 24x7 coverage for our clients around the world.
• Help resolve software and technical questions for the client efficiently and effectively.
• Gather the required information necessary to best handle client software and technical inquiries.
• Manage client expectations regarding estimated response times for issue resolution.
• Meet SLAs like response and resolution times by partnering within L2 and L3 advisor.
• Extensively research and document client technical issues.
• Collaborate with technical support team members to properly manage client inquiries and escalate when appropriate.
• Partner with technical support team members on various strategic projects when needed.
• Own client technical issues from initial report to resolution, communicating with clients regularly regarding issue status.
• Network Security SSL/TLS, VPNs (IPsec, GRE), Firewall, IDS/IPS
• Knowledge of protocols such as HTTP, SMTP, FTP, DNS, DHCP
• Must Worked in TCP/Ip Header and TCP Flags.
• Network troubleshooting experience - familiarity with tools such as Ping, Traceroute, MTR
• Network protocol analyzers Knowledge on anyone of these: tcpdump, Wireshark, fiddler
• Good to have o Authentication protocols such as LDAP, SAML, 2FA, MFA etc. o Basic knowledge on operating systems - Linux, Unix o Basic Knowledge on Web proxy, transparent proxy, reverse proxy, Explicit proxy & PAC files
• Experience in the IT / ITES sector preferably with expertise in network security domain.
• Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications.
• Strong Network Security Experience.
• Experience in the IT / ITES sector preferably from enterprise support background with expertise in networking domain.
• Good communication and resolution capabilities.