Job description L1 TAC engineer – Netskope

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 2+ years of experience in TAC Setting like Firewall and SASE domains.





Roles and Responsibility of Level 1 Engineer
Ability to work in a highly energetic TAC (Technical Assistance Center) setting with a High focus on customer satisfaction. Able to determine problems quickly and deliver a Remarkable Customer Experience.
Check the case queue and clear 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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