The IP Global Support Engineer is responsible for ensuring the optimal performance and security of network systems through continuous monitoring and proactive troubleshooting. They respond promptly to complex technical issues, documenting incidents and resolutions within a ticketing system, while delivering exceptional customer support to both internal and external clients. The IP Global Support Engineer manages change requests related to network configurations and upgrades, ensuring seamless implementation without disruption. Additionally, they collaborate with cross-functional teams and vendor support to escalate and resolve issues effectively, contributing to overall network enhancement.
Primary Responsibilities / Key Result Areas
Network Monitoring and Troubleshooting (Shared Responsibility): Continuously assess the health, performance, and security of network systems using monitoring tools.
Proactively identify and resolve network issues to minimize downtime and optimize performance.
Incident Management (Shared Responsibility): Respond promptly to complex technical and hardware/software issues. Document incidents, troubleshooting steps, and resolutions in the ticketing system, and escalate significant alerts to the appropriate teams as needed.
Customer Support (Shared Responsibility): Deliver exceptional support to internal and external clients. Engage professionally to diagnose and resolve issues in accordance with Incident Management Procedures, ensuring a positive customer experience.
Change Management (Shared Responsibility): Develop and manage change requests (CRs) for network configurations, maintenance, and upgrades. Monitor implementation to ensure changes are executed effectively without disrupting network performance.
Collaboration and Escalation (Shared Responsibility): Collaborate with cross-functional teams and v
📌 Support Engineer, IP 1 1 (Chennai)
🏢 SES Satellites
📍 Chennai
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