Job Profile:  Network Engineer

Location:  Chennai

Level:  L1 Engineer

EXPERIENCE:  2 – 4 years

Job Description:

• Handling cases received through phone calls or web ticketing system, manage the caseload, and summarize ticket status for shift hand-off
• Perform fault isolation steps, to include Wire Shark, flow basics, and firewall status; repeat procedures as needed and, escalate to the Team Lead when appropriate
• Use extensive knowledge of the OSI model and how data packets move in the network to troubleshoot wireless networks
• Ensure proper documentation of cases
• Troubleshoot/Diagnose all issues from the customers and driving satisfactory resolution of the issues.
• Troubleshoot Product, Codes, and Configuration issues
• Ensure consistent customer satisfaction
• Interface with international customers
• Timely handoff of cases that require technical or political escalation

Primary Skills:

• Detail understanding of Basic Networking such as networking devices, OSI Layer, Networking protocols such as DHCP, DNS, HTTP, etc… is required
• A logical understanding of packet trace, routing & switching is required
• OSI layers – detailed understanding of each layer’s function and relevant protocols that operates at each level
• TCP/IP – thorough understanding and clear explanation about windowing/handshake mechanism
• Thorough understanding of IP Addressing, Subnetting, VLAN, VTP, 802.1q is required
• A basic understanding of STP is required
• Good troubleshooting approach (from Level 1 to 7 of OSI)
• Ability to analyze packet captures and use tools such as Ping, Traceroute, Wireshark, etc…
• Work from CLI, GUI, and/or CMD prompt interface to resolve customer issues
• Use ARP tables to verify L2 and L3 mapping, MAC to IP interfaces in wireless/wireline networks
• Should have a good understanding of Layer 2 & Layer 3 frame formats and protocols such as ARP, DHCP & OSPF
• Should have a good understanding of the Routing Table and how a Router uses a routing table for routing decisions
• Understanding 802.11 standards, 802.1x, PKI, VPN will be an added advantage.

Required Education/Experience and Competencies:

• Knowledge of Basic Networking, VLAN, 802.1Q, Basic routing & switching
• 1 – 2 years of IT help desk experience in a call center environment (or equivalent) is required
• Willingness and ability to work nightshift & overtime to support customers based on business requirement
• Telephone communication skills; remain empathetic and courteous while speaking to customers about frustrating, complicated IT problems
• Good written communication skills; type updates to trouble tickets to include detailed troubleshooting comments and details; must demonstrate close attention to detail
• CCNA or equivalent certifications are desired