Latest Job Openings India
Specialist (J_149)
Roles and Responsibilities:
- Handles first level calls/cases from SL3/SL4 customers
- Case ownership, documentation and management
- Customer Management, Setting right expectation, Situation handling
- Driving case progression as per the SLA • Utilizing tools and systems
- Working with relevant groups in the client organization (SE, Support Manager, L3) for case progression and updates
- Backlog Management and meet the expectation set with customers
- Work on pending cases(backlogs) and drive towards closure
- Periodic follow up as per SLA defined by the client • Process, Queue Adherence and SLA awareness
- Adhere to the process guidelines specified for the defined environment (SIP, ISO etc.) • Knowledge Base Article Creation when there is an opportunity for it
- To contribute knowledge base and the knowledge sharing forum
- Improving customer experience and Building relationship
- Completing PCNSE certification within 120 days of go-live
Required Skills and Experience:
- 3+ years of experience in data networking, routing & switching, network security.
- Good understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SNMP, FTP, TFTP). • Experience in VLANS, Tagging – IEEE 802.1q, 802.3ad, 802.1d, 802.1w.
- Experience in IPSEC VPN/SSL-VPN/NAT/GRE/
- Experience on routing protocols – RIP V1/V2, OSPF, and BGP
- Knowledge on Authentication Protocols like TACAS/RADIUS/802.1x
- Working knowledge on Cisco, Checkpoint, Juniper, Fortinet, SonicWALL, NetScreen, Juniper SRX will be an advantage.
- Experience on troubleshooting tools like Sniffer, Ethereal, and Wireshark.
- CCNA, CCNP, Checkpoint Certification, CCSP certifications will be an added advantage.
- Knowledge of Server Load Balancing (SLB) and DHCP, VRRP and IGMP.
- Bachelor’s degree in Computer Science, Engineering or equivalent or demonstrated skill and/or related industry experience