Network Support Engineer

Network support Engineer

Bangalore (WFO/Hybrid)

Experience: 2+ Years

Immediate joiners only

Skills:

Experience: 1-2 years of Networking Background

Mandate Skills:

1. Excellent Communication Written and Verbal English

2. Should be from a Enterprise TAC background (Aruba, Juniper, Palo Alto, Cisco, Check point)

3. Networking – Good understanding of OSI model, Packet level understanding on DHCP, DNS, ARP, TCP/IP, UDP, IPSec VPN & SSL

4. Network Monitoring – Strong theoretical & troubleshooting knowledge on SNMP & WMI protocols

5. Should have knowledge on how to read logs via wireshark

6. Should be open to learn new technologies like MS SQL, Windows Servers, Windows Services, System, Security, Cloud Computing, Database monitoring products and Tools.

7. Good to have CCNA/CCPN R&S certifications

1. Provide first level technical support to customers via phone Call, Chat & Web support

2. Serve as liaison between customer, advanced technical support and internal development for all escalated product-related issues, including product enhancements, bug resolution, and overall product education

3. Share ideas to improve product features and usability, scale support, reduce incidents, increase customer satisfaction while reducing customer effort

4. Receive, investigate and resolve trouble tickets in a timely manner

5. Document and publish issues/resolutions in a knowledge transfer database

6. Understand and comply with all SolarWinds policies and guidelines

7. Work closely with other departments within SolarWinds and/or external customer

8. Exhibit behaviors that focus on Quality, Customers and Positive Values

9. Manage and maintain high level of CSAT (customer satisfaction scores)