The client is looking to hire a Senior Network Support Engineer for their team at Gurgaon.

Shift Timings : US Shifts

Responsibilities:

- Support all of client's Network and OS product lines to diagnose and tackle various network-related and product-related issues reported by customers.

- Provide support on customer cases with full accountability on escalation cases raised by the Tier 1 teams and facilitate discussions with the Product development teams (as and when needed).

- Investigate areas of misalignments or issues that are critical dead-ends and provide suggestions to mitigate them.

- Identify issues through support trends and suggest corrective actions to:

- Prioritise resolution of specific high-touch issues.

- Share ideas to enhance the product UX.

- Provide suggestions to make the UI more intuitive.

- Perform their own lab recreates in our internal lab setup as part of the troubleshooting, as and when necessary.

- Provide support and mentoring to the Tier 1 team members in complex troubleshooting scenarios.

- Stay up to date on latest features and trending technology, participating in team communication, and keeping up with enterprise and networking trends.

- Work closely with other members of Customer Engineering as well as both Software and Hardware development teams in diagnosing problems and communicating them in multiple technical contexts.

- Interpersonal skills and product knowledge are critical to responding to daily customer-centric activities.

- Read and analyze packet captures using Wireshark/tcpdump to resolve sophisticated networking issues on customers' devices.

- Document customer communication and recurring technical issues to support product quality programs and product development.

- Use acquired knowledge to suggest and contribute to Knowledge Base articles.

Knowledge and Experience:

- Knowledge of the networking industry, products, and protocols.

- Knowledge of the following network protocols and technologies: TCP/IP and OSI model, IP Address and Subnetting, ARP, DHCP, DNS, POE (IEEE 802.3af/at/bt), ICMP, IPv4 & IPv6, and IEEE 802.1Q trunking, Wireless LAN Fundamentals, VPN, NAT/PAT, etc.

- Knowledge of troubleshooting utilities such as Ping, Traceroute, Wireshark (or similar packet capture and analysis tools) is highly desired.

- Proven work experience to troubleshoot complex and dynamic customer environments

- Expertise in balancing the communications needs of each customer case.

- Have a strong analytical mind and the ability to triage.

- A high aptitude for both learning and teaching is required.

- Excellent written and verbal communication skills are a must.

- Ability to clearly and concisely articulate matters to customers.

- Outstanding customer service skills.

- Excellent account management, follow-through, and attention to detail.

- Ability to multitask and be adaptable to work in a fast-paced environment.

- 1+ years of experience in computer networking-related problem-solving, critical thinking, and troubleshooting.

Education :

- Bachelor's/Master's Degree in Engineering/Computer Science/IT is preferred but not mandatory.

- Networking certifications are a plus.