Candidate who has good understanding Networking concepts, Good troubleshooting experience of Routers and Switches, WiFi in an Enterprise environment, with Good communication abilities. Qualified Diploma / Degree in Electronics or Electrical & Electronics Engineering, Computer Science Engineer.
Process expectations:
* Troubleshoot/ Diagnose all Level 1/2 issues from the customers and driving satisfactory resolution of the issues.
* Troubleshoot Product, Codes and Configuration issues.
* Ensure On-Time escalation to L3 and Engineering( R& D) teams
* Ensure consistent customer satisfaction.
* Document all communication with customers in the CRM
* Notify/Discuss with L2 /TL/Manager on Tickets that require assistance.
* Timely handoff (escalation) of cases that require technical or political to L2/L3 TAC.
* Plan and constantly work on upgrading tech and product expertise.
* Contribute to the knowledge base/ Tech Forum.
* Ensure to gain Certified Expertise (Certifications) to provide better service.
Basic Networking Skills:
*Basic Networking Concepts like OSI model, TCP/IP,(Logical Link Control, Flow Control, Link Negotiation) (IP, ARP, ICMP, TCP, UDP, SNMP, TFTP, FTP, BootP)
* Basic Ethernet Concepts and Cablings.
*Bridging and Switching Concepts, LAN Technologies such as Ethernet - CSMA/CD
*STP, RSTP, MSTP, VLAN tagging
*Good Knowledge in Routing concepts, with Good knowledge in Routing Protocols like: RIP, OSPF, IGRP, EIGRP, BGP
*Basic Wireless Knowledge 802.11a/b/g, Access Pounts, controllers
*Server Concepts and working knowledge in DHCP, DNS, Radius, SNMP, web server etc.
*Working Knowledge of packet Generators.
*Experience in analyzing the packets using Ethereal, TCPdump etc.
*Knowledge in VRRP would be added advantage.
*Knowledge in Multicasting, Ipv6 would be added advantage.
