– L1 TAC engineer – Netskope

Experience:-2-6 yrs

Location:Bangalore

Notice period:Immediate to August joiners

Primary Skills:

· Excellent Communication Skills.

· Networking & Protocols: TCP/IP, OSI Model, Routing & Switching, Network Troubleshooting.

· Security Architecture: Next-Gen Firewalls (NGFW), Proxies, SSL/IPSec VPN, SSO, Identity & Access Management.

· Threat & Data Management: DLP, Encryption Gateways, Vulnerability Management, IDS/IPS.

· Tools & Analysis: Wireshark, tcpdump, HAR Captures, Netstat, Traceroute.

· Global Operations: International Technical Support, Cross-Functional Communication.

· Credentials: CCNA Certified

Education:

· Bachelor's degree in Computer Science, Engineering or equivalent or demonstrated skill and/or related industry experience

Experience:

· Minimum 3 years of experience in TAC Environment like Firewall and SASE domains.





Roles and Responsibility of Level 1 Engineer

- Ability to work in a highly dynamic TAC (Technical Assistance Center) environment with a High focus on customer satisfaction. Able to determine problems quickly and deliver a Remarkable Customer Experience.
- Check the case queue and transparent the cases in it before the end of the shift
- Help customers with Netskope products and services.
- Update ZD with case updates and set SLA accordingly
- Manage caseloads & backlog in a timely manner, drive them for a closure
- Take ownership for problem resolution, problem reproduction and escalation.
- Escalate cases to the L2 team whenever required with proper documentation.

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