Who We Are Acumera is now Scale Computing Scale Computing is a global leader in edge computing hyperconverged infrastructure and managed networking solutions We deliver innovative secure andscalable technology that powers critical operations worldwide About the Role Trainee Associate Engineer will oversee daily operation of support desk functions that includes taking calls as first level support entering the reported problems in the ticketing system solving user problems proper escalation of open problems and dealing with the customers Will also participate in preventative maintenance troubleshooting configuring and providing technical support for end-users Great candidates will look like this A team player who can work well within the team and collaborate cross-functionally especially in a remote environment An excellent communicator who is efficient and effective with customers and colleagues via instant messages email video conferencing and in-person interactions Enjoy troubleshooting and problem-solving analytically Essential duties and responsibilities include the following Other duties may be assigned Provide helpful and professional assistance to customers via phone email and tickets Create or update support tickets as required for phone calls Document all calls actions and any relevant information in ticket notes Handle tickets created by customers via email Follow up on existing tickets proactively and within specified time frames Resolve or escalate tickets in a timely manner within SLA guidelines Interact with other departments and teams collaborating on tickets or solutions Evaluate customers needs and determine the appropriate action Troubleshoot complex technical issues with customers via phone Understand and follow security and other guidelines for customers accounts Process voicemails creating or updating support tickets as necessary Write and send customized email responses to customers for specific situations Understand and adhere to Scale Computing policies and procedures Place outbound calls to resolve internally-detected issues Be professional and courteous at all times especially when speaking or conversing with customers Technical requirements Knowledge of at least some of the following General computer systems PCs laptops mobile devices Current and recent Operating Systems Windows Mac OS Linux Routing Protocols and concepts Static and Dynamic routing Distance Priority routing table Default Gateway Switching Protocols and concepts VLAN Trunks and link bonding Spanning Tree and RSTP MAC Address table ARP Networking Protocols and concepts TCP UDP DHCP DNS VPN ICMP TELNET SSH FTP HTTP s IPSEC SSL etc Network troubleshooting tools such as PING TRACEROUTE NSLOOKUP IPCONFIG etc OSI Model - Advanced understanding of layers 1-4 Subnetting and Supernetting Firewall rules and policies Access Lists Deep understanding of technical concepts within networking environments as well as security risk and compliance Entry Level knowledge of Switches Routers Firewalls and Networking in general is required Must be detail-oriented and must be able to work well in a team environment Reporting Structure Reports to Tier 1 Manager - NOC Education and Experience Bachelor s degree B E B Tech BCA in a technical domain such as Computer Science Telecommunication Electronics Communication Information Technology or a related field Minimum experience in the networking domain is preferred 0-2 years Experience working in helpdesk or technical support is preferred Industry certifications like CompTIA Network CCNA CCNP JNCIA Wireshark etc are preferred Perks of Acumera Group medical insurance Paid company holidays Casual dress code Cab facilities for employees working in shifts Fully stocked snacks at office Vibrant and Inclusive Workplace Atmosphere Adaptable work environment and an opportunity to grow as we grow Scale Computing is an equal-opportunity employer All final candidates will be subject to a pre-employment background check