Experience: 2+ years in Technical Assistance Center (TAC) / Technical Support
Job SummaryWe are looking for a Senior Engineer – L2 with strong experience in networking and network security troubleshooting. The candidate should have 2+ years of TAC/technical support experience and be comfortable troubleshooting complex enterprise networking and security issues.
The role requires strong knowledge of TCP/IP, DNS, HTTP/HTTPS, VPN, SSL/TLS, firewalls, proxies and packet analysis, along with excellent client communication skills.
Key Responsibilities
- Provide L2 technical support to enterprise customers and technical stakeholders.
- Troubleshoot and resolve complex networking and network security issues.
- Own customer issues from initial reporting through resolution.
- Gather required technical information, analyze symptoms, identify root cause and provide effective solutions.
- Work closely with L2/L3 technical teams for complex issues and escalations.
- Meet defined SLA requirements, including response and resolution timelines.
- Communicate clearly with customers regarding issue status, troubleshooting progress and expected resolution timelines.
- Research, document and maintain detailed records of technical issues and resolutions.
- Collaborate with technical support teams on escalations and strategic technical projects.
- Maintain a strong customer-focused approach with empathy, ownership and attention to detail.
- Be willing to work in 24×7 rotational shifts supporting global customers.
Mandatory Technical SkillsNetworking & Network Security
- Strong knowledge of TCP/IP and networking fundamentals.
- Understanding of TCP headers and TCP flags.
- Strong understanding of:
- SSL/TLS
- VPN
- IPsec
- GRE
- Firewalls
- IDS/IPS
- Knowledge of HTTP/HTTPS, SMTP, FTP, DNS and DHCP.
- Hands-on network troubleshooting using:
- Ping
- Traceroute
- MTR
- Experience with packet/network analysis tools such as:
- Wireshark
- tcpdump
- Fiddler