Network Support Engineer
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Job Description
Network Support Engineer providing remote support to customers through different channels. Troubleshooting networking issues and managing escalations in technical support at Riverbed.
Responsibilities:
- Provide remote support to customers via phone, web, and email.
- Take ownership of customer issues and handle problems through to resolution.
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Prioritize and managing open escalation cases.
- Provide accurate and prompt updates to customers.
- Manage technical escalations and participate in conference calls.
- Some weekend coverage as required
- Participate in cross regional/functional swarming support model
- Document knowledge in the form of knowledge base articles.
Requirements:
- At least 1 year experience in enterprise technical support role, preferably with a networking technology company.
- Strong technical and problem-‐solving skills.
- Excellent clients handling skills
- High level proficiency in TCP/IP basics, Packet trace analysis, Packet header
- In depth knowledge and understanding of packet flow and TCP session establishment and understanding of Microsoft and other application behavior at the network layer.
- Strong UNIX/Linux/MS, scripting is a plus.
- Cisco CCNP or CCIE is highly preferred.
- Added advantage on the following skills: Virtualization technologies – e.g., VMWare, KVM, Hyper-V, Cloud technologies – e.g., AWS, Azure
- BS degree in Information Technology, Computer Science or equivalent
Benefits:
- Flexible workplace policies
- Employee resource groups
- Learning and development resources
- Career progression pathways
- Community engagement initiatives
- Global employee wellness programs
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