Project Description
Provide L1/L2 support for Client
Responsibilities
The JTAC Technical Support Engineer will support Security products, working directly with our customers and partners.
Work with a highly knowledgeable group of customers and as an escalation point for other TAC groups within the organization.
Troubleshoot complicated hardware and software issues, replicate customer environments and network problems in the lab.
Provide technical expertise and guidance during testing, deployment and operational phases of networks.
Be a customer advocate for timely resolution of issues and for problem reproduction and escalation.
Document and reproduce customer related networking problems.
Develop technical specialties and prepare technology white papers on these areas.
Participate in cross-functional tasks such as Knowledgebase article management and other documentation activities. Help improve processes and tools.
Skills
Must
Knowledge
Retains ownership of most customer issues, except for the most complex, and resolves the majority of issues.
Utilize guidance from manager or more senior engineers for case resolution or escalations.
Sustain customer satisfaction all along the troubleshooting process.
Job Complexity
Provide professional assistance to our customer via case management.
Maximize the utilization of CRM tools
Determinate cases escalation and provide proper escalation summary for next level support.
Document all troubleshooting activities in Service Request.
Achieve performance and quality goals.
Supervision
Work independently or with minimum supervision.
Build up the right criteria to determinate actions within the boundaries of the role.
Experience
Bachelor’s degree
Experience on Customer Service/Technical support
Judgment
Uses logic and common sense when making decisions or taking action toward troubleshooting, reporting, or escalations
Uses existing rules and procedures to guide actions.
Consider the continues adaptability needed to sustain world-class services
Focus on Customer
Asks questions to accurately identify customer needs.
Seeks feedback from customers.
Addresses customer needs by involving the right
people (resources) at the right time (escalations)
Follows up with customers to ensure problems are solved.
Meets or exceeds customer service needs, and reports barriers
Proactive attitude
Execution
Asks questions to clarify assignments and priorities.
Deals with high priority work activities first.
Makes sure work is done correctly.
Surfaces problems and issues with speed and accuracy.
Communication
Listens carefully to others.
Communicates clearly and concisely.
Provides an appropriate level of detail in communications.
Keeps others informed.
Collaborative relationship
Relates to others in an accepting and respectful way, regardless of their personality or background.
Builds relationships by identifying and talking about common interests and priorities.
Remains positive and respectful even in difficult situations.
Ethic and integrity
Meets commitments.
Does not disclose confidential information.
Adapt and learn
Recovers quickly from problems and setbacks.
Deals constructively with mistakes and problems.
Seeks opportunities to acquire new knowledge and skills.
Accepts and uses feedback, without becoming defensive.
Networking
Good Knowledge of routing Switching and security protocols (Ethernet, VLANs, Spanning Tree)
Good knowledge of application layer protocols (SNMP, HTTP, SMTP, DNS, DHCP)
Good knowledge of Syslog protocol
Basic knowledge of MPLS, QoS, RIP, OSPF, BGP, VRRP, IGMP, VPN protocols, and others
Good TCP/IP knowledge.
Good understanding of Security Technologies: IPSec, UTM, DDos, etc.
Knowledge of C, Python, shell script, Perl is a Plus
The ideal candidate will be able to analyze sniffer traces and be able to resolve various routing issues
Basic knowledge of Virtualization tools (VMware)
Good practical knowledge of Unix/Linux
Certifications
Bachelor’s degree in Information Technology, Computer Science or equivalent.
Juniper or Cisco certifications are a plus (CCNA, CCNP, JNCIA, JNCIS,)
Experience
Ideally, the candidate should have 1+ years of working experience in a network support role
Professionalism
Excellent team player
Strong problem-solving skills
Excellent client-facing skills
Excellent written and verbal communication skills in English
Experience in enterprise technical support
Languages
English is a must
Nice to have
French, Spanish, Russian and/or German is a plus
Languages
- English: Upper-intermediate
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