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Server 24*7 Enterprise Technical Support Engineer II
- Date Listed03/02/2019
- Advertised ByAgency
- Job TypeFull-Time
- Take ownership of technically complex customer reported issues from web, phone, chat and email sources and work closely with the customer until it is completely resolved working with senior support engineers
- Ensure that he/she is available to work in shifts and flexible with overall coverage for technical support to include weekends
- Document relevant information and ensure that the customer is communicated in a timely manner regarding the overall progress of their issue
- Resolve customer reported issues while working closely with the Engineering, SE and other cross functional teams and provide feedback to Engineering for improving the product quality and reliability
- Ensure that customers are treated with highest degree of respect and drive operational excellence through quality closures and proper escalation of issues
- 1+ years of relevant experience with a demonstrated knowledge of fundamental networking principles including OSI model, TCP/IP and UDP protocols, packet capture analysis and related networking technology
- Excellent understanding of LAN & WAN Network topologies, in-depth knowledge of TCP/IP Protocol Suite, LAN/WAN access technologies, Internet Security Architectures and Routing Protocols
- Candidate must have a strong customer orientation, excellent phone etiquette and an excellent work ethic to meet staffing attendance requirements
- Candidate should also posses excellent communications skills and be in position to work under pressure with calmness and composure
- Additional Languages skills