Network Support Engineer (NSE)
Job Description
As a Network Support Engineer, you will provide technical support for our growing client and partner base. As a confident and decisive problem solver, you will investigate and resolve issues. Our support engineers are passionate about networking and possess a strong work ethic and technical proficiency to contribute to our ever-growing teams. This customer-facing role will expose you to various teams including Engineering, Product Management, and Sales.
As a member of our Support Team, you will have the opportunity to witness our customers’ problems firsthand, influencing the direction of our organization and products. We are looking for individuals who are proactive and capable of planning and guiding others through complex issues while being able to teach and learn from their colleagues. Successful Support Engineers have prior experience supporting or testing LANs, VLANs, VPNs, Routing Protocols, DHCP servers, and troubleshooting issues with ISPs and enterprise networks. Additionally, they possess the ability to multitask while making quick decisions.
Network Support Engineer (NSE)
Full Time, NCR, India
Experience- 2-5 years
Number of Position(s): 1
Responsibilities
- Work effectively with partners and customers to handle technical issues and customer service inquiries through phone and written communication (English)
- Resolve network-related issues reported by customers and partners related to routing, switching, and other areas
- Take ownership of customer cases from creation to resolution
- Collaborate with other members of the support team to troubleshoot network outages, incorrect configurations, and complex networking issues on customers’ devices
- Analyze packet captures using Wireshark
- Collaborate with engineering and product management teams to resolve critical, escalated issues
- Utilize console commands to diagnose and resolve problems with products and services
- Use knowledge to suggest, edit, and create comprehensive Knowledge Base articles
- Stay updated on technology and features by completing instructor-led and self-paced training modules.
Education and Experience:
- BS/BE in Computer Science/Engineering, Communications, or Electrical/Electronic Engineering
- Advanced industry certifications
- Customer interface experience in a relevant role
- 4+ years in the industry with related experience
- 2+ years in a Systems/Sales Engineering/Support or equivalent role
Qualifications:
- Foundational understanding and firsthand experience with network technologies (BGP, OSPF, MPLS, EVPN, Multi-Homing, etc.)
- Detailed and thorough comprehension of networking protocols (TCP, STP, ARP, Ethernet, Switching, VXLANs, etc.)
- Experience supporting or testing WAN & LAN
- Outstanding written and verbal communication skills (English)
- Ability to clearly and concisely articulate technical and non-technical concepts to third parties
- Outstanding customer service skills
- Excellent time management, follow-through, and attention to detail
- Experience in computer networking-related problem solving, critical thinking, and troubleshooting
- Ability to multitask and work under stress
- Working towards or have a bachelor’s degree in computer information technology, Information and Computer Technology, Networking and IT Security, or a related field
- Networking certifications