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Roles and Responsibilities:

Troubleshoot/Diagnose all Level 1 issues from the customers and driving satisfactory resolution of the issues.
Troubleshoot Product, Codes and Configuration issues
Ensure consistent customer satisfaction
Document all communication with customers in the CRM
Interface with international customers (via Phone Support)
Timely handoff (escalation) of cases that require technical or political to L2 TAC

Required Skills:

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
MAC header structure and use of each fields
IP header structure and use of each fields
ARP – how ARP works in a Layer 2 and Layer 3 communication
Mac address table fields and how a switch uses MAC table for switching decisions
ARP table and how a switch uses ARP table
Routing Table fields and how a Router uses routing table for routing decisions
DHCP protocol messages (clear understanding of DORA process)
DHCP operation in layer 2 and layer 3 scenarios (server & client in same vlan or different VLAN)
Thorough understanding of Broadcast domain and Collision Domain
Thorough understanding of Unicast, Multicast and Broadcast traffic
Thorough understanding of Subnetting, Vlan, VTP, 802.1q, STP, Linkage
Thorough understanding of RIP (version 1 and 2) and OSPF (link states, LSA types, area types, router types, neighbor communication)
Difference between Routing and Routed protocols
Good troubleshooting approach (from Level 1 to 7 of OSI)
How ARP learns the mac address in same subnet and different subnet
Difference between hub,layer2 switch and layer 3 switch and router
DHCP DORA process sender IP,mac and port number and destination IP,mac and port number
OSI: how to troubleshoot in network with help of OSI model.
Data link header
Ip header
TCP header

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