Tech Support

Technical Support Engineers

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Designation: Technical Support Engineers (100+ Openings)
Work Location: Chennai
Experience: 6 months to 1 Year (Freshers also can apply who has CCNA Certification)
Qualification: Graduation related to Computer Science, ECE, IT, EEE

 

We are on the lookout for candidates:

  • Who can handle calls, emails & chats from International customers
  • Who can render technical support to resolve issues related to Hardware and Software, Computer fundamentals, Internet and Networking fundamentals
  • Who can assist with internet troubleshooting issues relevant to Computers, Application, Basic Networking, LAN & WAN Technologies
  • Who are flexible to work in night shifts

 

Core Skill Set & Eligibility Criteria:

  • Practical approach on troubleshooting and understanding of the reported issue
  • Added advantage if networking, router/ ISP related technical support experience is available
  • CCNA Certification would be an added advantage
  • Graduation related to computer science, ECE, IT, EEE, or prior experience in a technical support related to networking or the topics mentioned above is a mandate

Enterprise Support Technical Trainer

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Experience: 4 to 5+ yrs in Training /Teaching/TAC environment with a passion for training
Industry Certification: CCNP/Other equivalent vendor certifications and Prior experience in delivering training in a similar setup

 

Skill Set

  • Proficient in explaining concepts in Networking at a Packet/Protocol Level
  • OSI, Ethernet Frame, MTU, ARP, GARP, Proxy ARP, RARP, ICMP, IP v4/ v6, Fragmentation, VLSM/CIDR. TCP (3 Way Handshake), MSS, UDP, FTP- Active vs Passive, TFTP DHCP, DNS, SNMP, QoS, Syslog, Wireshark Packet Capturing & Analysis. Utilities: Ping, Traceroute, Nslookup, Netstat
  • Life Cycle of a Packet/Session
  • Switching – Layer 2 Protocols & Routing – Intermediate Level including BGP
  • Firewall & Security skills: Firewall, NAT, ALG, IPSEC/VPN, Troubleshooting IPSec -VPN, SSL- VPN, Site-to-Site VPN, Remote Access VPN, Unified Threat Management, Network Attacks/Threats
  • Mitigation techniques, ADS, Cryptography, RADIUS, AAA, SAML, EAP, TACACS, High Availability ( Active-Active, Active-Passive)
  • Anti-virus Protection, Anti-spam Filtering, Content Filtering, Web Filtering
  • Network Attack Types & Mitigation – DoS and DDoS -SYN Flood Attack
  • SessionTable flood, ICMP Flood, Man-in-the-Middle attacks, Session Hijacking, Rogue DHCP Server Attack
  • IP Spoofing, Replay Attack – IPsec Anti Replay Check
  • Good Communication & presentation skills. The ability to articulate and explain technology is a must.

Job Responsibilities

  • Conduct Technology training for newly hired engineers
  • Administer Skill gap assessment and conduct refresher technology training for L1/ L2 engineers
  • Develop training curriculum, develop content & lab scenarios, troubleshooting & case studies for both Level1 & Level 2 support
  • Simulate complex scenarios in the lab and provide break-fix solutions
  • Proactively develop content on new technologies and offer the training through Classroom / Online Portal/ Blended
  • Research on Client Products / Services and offer an overall training plan during the RFP stage
  • Play the role of a training consultant and provide end to end training solutions during new project transition & deployment
  • Periodically upgrade Knowledge & Skills on new/ emerging technologies and get certified as per the business requirement
  • Track, Measure, document and Report effectiveness of training programs delivered (Feedback, Conversion %, Learning Curve, etc..)
  • Should be flexible to travel within India / abroad for delivering training as per the business need
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