Publicat 05 Mar 2021 | Reactualizat 20 Mar 2021 | Expiră 21 Mar 2021

Customer Support Network Engineer (Tier 2)

2 posturi
Expirat
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Candidatul ideal

The Tier 2 Support Engineer will be primarily responsible with researching, diagnosing, troubleshooting and identifying solutions to solve customers’ network and product-related issues.
This position requires a high degree of independence, the ability to work under pressure, response to customer inquiries and assistance in troubleshooting and solving challenges on a 24/7 basis.
Also, the Tier 2 Support Engineer needs to show the ability to ask customers targeted questions in order to quickly understand the root of the problem and to prioritize and manage several open issues at one time.

Descrierea jobului

Responsibilities

  • Manages Customer Support cases and activities;
  • Troubleshoots and analyzes customers network and product related issues;
  • Takes ownership of customer issues reported and sees problems through to resolution;
  • Attends in-person meetings with customers to analyze, troubleshoot and diagnose ongoing issues;
  • Provides work-around for network outage issues;
  • Provides prompt and accurate feedback to customers;
  • Follows standard procedures for proper escalation of outstanding issues to the appropriate internal teams;
  • Refers to internal database or external resources to provide accurate tech solutions;
  • Helps develop and implement ongoing processes and procedures;
  • Keeps up-to-date with latest trends in technology and management and integration of those technologies.
Requirements
Qualifications:
  • Bachelor’s Degree in a relevant Technical field or combination of experience and industry certifications required;
  • 3-5+ years of experience as Network Support Engineer;
  • Strong IP Networking experience: WAN/ISP experience preferred;
  • Strong understanding/experience with either Cisco or Juniper networking technology;
  • Experience working within an Enterprise-level environment (ISP preferred);
  • Familiarity with various forms of site-to-site connectivity (point to point, VPN, MPLS, etc.);
  • At least 3 years of experience working with complex, high-performance networks with many sites (data centers and/or branch locations);
  • High-Level knowledge of Cisco IOS/XR and/or Juniper JunOS;
  • Very good knowledge of routing protocols including BGP, OSPF, MSDP, IGMP and PIM;
  • CCNP Routing & Switching certified or Juniper JNCIP (preferred);
Skills/Abilities:
  • Highly Customer-facing abilities including acting under pressure;
  • Highly organized with concentrated attention to detail preferred;
  • Proven track record working in a team environment and independently;
  • Ability to manage a number of simultaneous activities while demonstrating accountability;

Descrierea companiei

Tellence Technologies is an engineering solution center, focused on providing software development, product quality assurance & customer support services. Tellence operates in a broad range of industries: telecommunications, media, banking, online gaming, mobile applications, internet applications, semiconductors, automotive, security and B2B applications.

We are committed to uncompromising services and the highest quality solutions. Close to the city downtown, we provide a friendly, flexible and professional work environment.

Expirat
Customer Support Network Engineer (Tier 2)  -  Tellence Technologies

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