L2/L3 support Engineer

Position Name:L2/L3 Support Engineer

Responsibilities:

• Handles first level calls/cases from SL3/SL4 customers
• Case ownership, documentation and management
• Customer Management, Setting right expectation, Situation handling
• Driving case progression as per the SLA Utilizing tools and systems
• Working with relevant groups in the client organization (SE, Support Manager, L3) for case progression and updates
• Backlog Management and meet the expectation set with customers
• Work on pending cases(backlogs) and drive towards closure
• Periodic follow up as per SLA defined by the client Process, Queue Adherence and SLA awareness
• Adhere to the process guidelines specified for the defined environment (SIP, ISO etc.) Knowledge Base Article Creation when there is an opportunity for it
• To contribute knowledge base and the knowledge sharing forum
• Improving customer experience and Building relationship
• Completing PCNSE certification within 120 days of go-live

Qualifications:

• 3+ years of experience in data networking, routing & switching, network security.
• Good understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SNMP, FTP, TFTP). • Experience in VLANS, Tagging - IEEE 802.1q, 802.3ad, 802.1d, 802.1w.
• Bachelor’s degree in Computer Science, Engineering or equivalent or demonstrated skill and/or related industry experience
• Experience in IPSEC VPN/SSL-VPN/NAT/GRE/
• Experience on routing protocols – RIP V1/V2, OSPF, and BGP
• Knowledge on Authentication Protocols like TACAS/RADIUS/802.1x
• Working knowledge on Cisco, Checkpoint, Juniper, Fortinet, SonicWALL, NetScreen, Juniper SRX will be an advantage.
• Experience on troubleshooting tools like Sniffer, Ethereal, and Wireshark.
• CCNA, CCNP, Checkpoint Certification, CCSP certifications will be an added advantage.
• Knowledge of Server Load Balancing (SLB) and DHCP, VRRP and IGMP.

About Company

As a new-age services company, we harness the power of AI, automation, analytics, and digital technologies to help our clients address specific customer engagement needs. We act as a catalyst for growth by enabling enterprises to transform from traditional models to new-age service models and help them identify new revenue streams. From Digital customer experience to tech support, network modernization to management, cloud, and IT operations, we have built our reputation on delivering stellar customer experiences.