Fresher / Entry Level

Sr. Network Engineer – L2

Designation: Sr. Network Engineer

Work Location: Chennai

Experience: 3 to 5 Years

 

Experience

  • 5 years’ work experience
  • 3+ year experience supporting enterprise customers with complex data center environments, preferably with a network technology company

Who we are looking for:

  • We are looking for a Senior Technical Support Engineer who will be responsible for helping customers diagnose and resolve complex technical issues. You will work closely with our Engineering team.
  • Your ability to successfully troubleshoot complex networking issues is the key skill necessary for this position.

What you will do:  

  • Work with the customer to troubleshoot complex hardware and software issues and replicate customer environments and network problems as needed to provide resolution.
  • Document issues and work with engineering if needed to provide fixes.
  • Provide technical expertise and guidance during testing and deployment of Client systems;
  • Manage critical customer issues and facilitate communication between customers, sales, and engineering;
  • Serve as the customer advocate for timely resolution of issues and for problem reproduction and escalation
  • Participate in new product development, customer training, and other support related activities
  • Help define and develop support processes and tools as appropriate

What you are great at:

  • Strong experience in routing protocols such as OSPF and BGP.
  • Strong knowledge of networking, understanding of packet flow, and TCP session establishment
  • Experience in configuring and troubleshooting VRRP and VRF deployments.
  • Experience in troubleshooting bandwidth, latency, and loss network performance issues
  • Basic understanding of Linux (Redhat / CentOS)
  • Experience reading and understanding packet captures with tools like tcpdump and/or Wireshark;
  • Basic understanding of WAN technologies, policy-based routing, spanning-tree, VLANs, L2 Switching technologies, IPSEC and Firewalls
  • Knowledge of LAN, WAN Technologies and SAN/NAS; experience with SaaS, IaaS (AWS, vCHS, Azure), virtualization and hypervisors including VMware vSphere, MS HyperV, or Citrix Xen

Network Security Opportunities

Role 1: Network Security – L2 (Multiple Openings)

Role 2: Network Security – Lead Role

 

Technical Skills:

  • Hands-on troubleshooting experience in any Firewall.
  • In-depth knowledge and practical understanding of Networking concepts OSI, TCP and IP-related L3 protocols (DNS, DHCP, IP, ARP, ICMP, TCP, UDP, SNMP, FTP, TFTP).
  • Good understanding of Ethernet, PPP, PPPoE, PPPoA and other WAN technologies.
  • Proven experience with data networks including physical layer infrastructure, servers, LAN/WAN hardware, software, data transmission facilities and interconnecting devices.
  • Ability to understand and troubleshoot various network problems using utilities like nslookup, traceroute, ping, net stat and packet sniffers like wire shark, TCP dump etc.
  • Solid understanding and troubleshooting skills in IPSec VPN technologies, Clustering, and High Availability (HA) concepts.
  • Good Practical experience in understating and troubleshooting Network Security and related technologies, Firewalls, access, and perimeter control, vulnerability management, and intrusion detection.
  • Should have strong knowledge on various attacks like SYN flood, Replay attacks etc, and the mitigation techniques.
  • Basic understanding of bridging and switching concepts.

Desired Profile: 

  • 2 – 7 years of experience
  • 1-2 years experience managing Enterprise technical support in a TAC environment
  • Ability to manage Client relationship management
  • Team/people management
  • Proven track record in Resource Management (Roistering / Scheduling / Case Management), Metrics Management, Goal setting (KRA)
  • Conduct Reviews

Roles and Responsibilities:

  • Troubleshoot/Diagnose network issues escalated from the L1/L2 engineers and driving satisfactory resolution of the issues.
  • Ensure consistent customer satisfaction.
  • Interact with international customers.
  • Educate/Remind & Review their respective team/individuals on their KRA goals & targets.
  • Share Engineer Scorecard within the team and enable individual awareness on their KRA goals, targets and their current stand.
  • Arrange for team meetings and discuss operational issues and ways to achieve operational excellence.
  • Focus on CSAT Targets
  • Manage team’s KRA goals and target achievement.
  • Take ownership of cases political or technical, keeping track & following up on escalated cases.
  • Ensure progress of cases through backlog review.
  • Notify/discuss with the manager on cases that require technical assistance or which need to be managed politically.
  • Identify Knowledge base availability & create/publish new Knowledge Base Articles.
  • Jointly responsible, along with the manager, to identify candidates for PIP and plan for refresher training.
  • To train engineers on topics that are identified by the escalation leads.

NMS – Network Management System

Role: Network Management System – NMS

Work Location: Chennai

Shift Timings: Rotational Shift

 

Skill Set Required:

  • Must have a working knowledge of network and service management concepts, networking protocols [L2-L7], and high availability.
  • Must have sound knowledge of Linux system-level troubleshooting.
  • Must be experienced in large-scale software applications deployment, configuration [config files and script based] and debugging.
  • Hands-on experience in providing hardware and software technical support, including configuration assistance and troubleshooting of devices and other peripheral networking equipment.
  • Extensive background in internetworking, TCP/IP, LAN, WAN and Security technologies required.
  • Superior verbal, written communication and customer handling skills.
  • Proven experience with Network Management/Element Management Products (understanding of FCAPS, SNMP) and areas such as CLI, NMS Northbound Interfaces, XML and XSLT is desirable.
  • Proven experience with any Security Information and Event Management (SIEM) product like Arcsight, QRadar, RSA NetWitness Suite, Log & Event Manager, McAfee Enterprise Security Manager

 

Role Description:

  • Provide high-quality technical assistance to the Network & Security Manager (NSM), Security Analytics (JSA) and JUNOS Space network management software.
  • Document and reproduce customer-related networking problems, and resolve the network issues by troubleshooting/diagnosing
  • Be a customer advocate for documentation, timely resolution of issues, for problem reproduction and escalation.

Customer Service Representative – Draper, Utah

CSS Corp is currently hiring friendly people for our Customer Service Representatives department located in Draper, UT to support one of the largest Electronics companies in the world and we want you to join our team today! The ideal candidate is someone looking for a long-term career and is eager to be a part of our growing team!

 

COVID-19: The pandemic has us all working from home temporarily. Once the CDC lifts the limitations and we are safe to go back into the call center, it will be required for us to work in our Draper call center.

 

What you will be doing:

Customer Service Representatives assist customers via inbound and outbound phone calls and utilize the arrangement of tools to communicate effective solutions. Building a rapport with the customer is a for sure way of assisting them and an easy way to upsell new products.

 

CORE RESPONSIBILITIES:

  • Interacts with customers via telephone and e-mail, must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse.
  • Recognizes, conveys, promotes, and sells products and service value. Maintains excellent oral and written communication skills, with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
  • Offering the customer an upgrade on new products is an incentive for you. It is not mandatory that you upsell but it is nice to have extra cash or cool products to win.
  • Demonstrates the ability to establish and maintain effective relationships with customers.
  • Achieves overall performance goals of the organization.
  • Regular, consistent, and punctual attendance. The business hours are Monday – Sunday with 2 days off. Variable schedule(s) from 8:00 AM to 7:00 PM.

 

Perks and Benefits:

  • Career advancement program that allows agents to take on more responsibilities that can lead to an increase in wages
  • Ability to transfer to other areas of the business including retail, sales, and technician roles
  • Comfortable, state-of-the-art workspace with a breakroom, training rooms, etc.
  • Eligible to enroll in Medical, Dental, Vision, 401K
  • Paid Time-Off (PTO), and Floating Holidays
  • Paid training

JOB QUALIFICATION:

  • High School or Equivalent
  • Generally, requires 0-2 years of any customer service experience
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