Job description

Job Summary:

We are looking for a Network Support Engineer who will be responsible for providing escalation support, troubleshooting, and resolving critical security, network outages, and complex network issues. You will work closely with customers and internal stakeholders, utilizing your strong analytical and troubleshooting skills to diagnose and troubleshoot various network-related issues.

Key Responsibilities:

• Provide escalation support and troubleshooting for critical security, network outages (severity 1 & 2 issues), and complex network issues relaying detailed knowledge of customer network, critical sites, and operational procedures to Cisco support team.
• Effectively communicate with customers and internal stakeholders to understand and resolve their network-related issues.
• Diagnose and troubleshoot security, wireless, switching, and other various network-related issues reported by customers.
• Own each customer case from initial creation to resolution.
• Collaborate with other support team members to fix network outages, misconfigurations, and complex networking issues on customers' devices.
• Work with engineering and management to diagnose and resolve network-related issues.
• Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.
• Conduct Root Cause Analysis (RCA) at the network level, and provide a recommendation report that includes root cause, next steps, and recommendations for corrective actions in response to a network incident.
• Assist with identifying areas where training is needed.
• Conduct Quarterly Business Reviews (QBR) to provide a report on deliverables and activities provided during the immediate past timeframe, corrective action plans, and other actions planned for the next quarter.
• Conduct informal knowledge transfer sessions to augment troubleshooting skills by providing Cisco product training and best practices review.

Minimum Requirements:

• Bachelor’s degree in engineering (Telecommunications Engineering, Computer Science, Electrical Engineering) or a combination of hands-on skills and experience.
• Direct Customer Support experience in Security and UCS (vBlock – even better).
• Solid foundation with Data Center (Nexus Platforms) and/or LAN Switching/Routing Technologies.
• Strong analytical and troubleshooting skills.
• Proven crisis management skills.
• Strong written and verbal communication skills.

Job Type: Contract

Salary: From $45.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: Remote

Speak with the employer
+91 8770750390

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