Supporting and solving common issues faced by customers such as solving usage issues, providing detailed product information, If no solution is available or the issue needs more access privilege then Level 1 personnel escalate those incidents to a higher tier (generally to Tier-2). Tier-1 only requires staffs having a basic level of technical knowledge. They are trained to resolve known problems and to fulfill customer requests by following documented standard operating procedures (SOP) or scripts
Desirable Skills -
Good Understanding of Routing and Switching protocols like OSPF, BGP, MPLS, ISIS
Understanding of TCP/IP and other networking protocols like DHCP/DNS/CDP/ARP etc.
Knowledge of LAN, WAN, Ethernet, TCP/IP networks, voice and wireless communications
Good Communication and reporting Skills.
Hands-on Experience on Routers/Switches (Cisco/Juniper)
Initiate and track RMA cases for hardware failure and break fix.
Coordinate and Escalate with Level 2 for any critical issue impacting large number of users.
Must be ready to work in shifts and travel as when required
Analysis of Daily, Weekly and Monthly Product updates on portal and necessary actions to improve Customer Experience on providing updates.
Work with onsite Field Engineer to remote in Devices to Configure and Troubleshoot.
Certification Required
CCNA, CCNP (Routing / Switching)
Advantageous Attributes
CCNA Certification / Equivalent Certification.
Brand specific networking knowledge (Cisco/Juniper)
Experience with TCP/IP networking
Level 2 Support: Job description
This position involves Technical troubleshooting & implementing changes in the complex networks using Cisco, Nortel & Juniper devices. A large portion of this job requires extensive knowledge and experience working with Routing & Switching. Daily responsibilities include updating ticket information, assigning severity, prioritizing work accordingly, collaborating, and assisting other technicians with issues. Receive and work on managed break/fix requests from the tech bench. Troubleshoot, diagnose, , configure, and deploy routers, switches in the customer network. Communicate highly technical information to both technical and non-technical users.
Desirable Skills -
Good Understanding of Routing and Switching protocols like OSPF, BGP, MPLS, ISIS
Understanding of TCP/IP and other networking protocols like DHCP/DNS/CDP/ARP etc.
Knowledge of LAN, WAN, Ethernet, TCP/IP networks, voice and wireless communications
Proven track record of delivering quality work and excellent communication skills
Hands-on Experience on Routers/Switches (Cisco/Juniper)
Initiate and track RMA cases for hardware failure and break fix.
Analysis of Daily, Weekly and Monthly Product updates on portal and necessary actions to improve Customer Experience on providing updates.
Work with onsite Field Engineer to remote in Devices to Configure and Troubleshoot.Ability to learn quickly in a dynamic environment and deliver on commitments in a timely manner
Professional Skills
Strong communication skills with an ability to communicate at different hierarchical levels.
Commit to IPI standards on maintain Customer Satisfaction.
Problem solving, able to work under pressure with perfect time management.
Committed to meeting deadlines and task focused.
Attention to detail.
Ability to work well in a team.
Certification CCNA preferred.
4 years of experience troubleshooting, configuring, deploying, and administrating complex Network environment.
Advantageous Attributes
CCNP Certification / Equivalent Certification.
Brand specific networking knowledge (Cisco/Juniper)
Experience with TCP/IP networking
Seniority level
Associate
Employment type
Full-time
Job function
Information Technology
Industries
Business Consulting and Services
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