Job description
Experience Required-02+ Years
Responsibilities
• Provide L1 and L2 Support for Home Broadband, Distributors, service providers, enterprise customers, and end users via telephone, e-mail, and web.
• Troubleshoot complicated hardware and software, Router, Laptop issues.
• Manage critical customer issues and facilitate communication between customers, escalation, and engineering.
• Participate in cross-functional tasks such as new product development projects, support readiness teams, KB and other documentation activities.
• Provide on-site support for customers when needed.
Skills Must have
• English fluency both written and spoken
L2 requirement
• L1 requirement +
• 3-5 years of experience in a support role (field engineers or as technical support engineer)
• Experience for managing ISP and Telco Network.
• Working experience network protocols analysis tools
• Strong problem-solving skills, applicable to large and complex network scenarios
• Knowledge in IP networking in layers 2-4(TCP/IP, Ethernet, VLANs, VLAN stacking QoS, STP, RSTP, OSPF, RIP, VRRP, IGMP, MPLS, Multicast routing protocols)
• Proven escalation management and leadership skills
• Able to multitask when several critical issues happen simultaneously
· Experience in customer handling
· Knowledge of UNIX/Linux operating systems