Job Description:

Troubleshoot/Diagnose all Level 1 issues from the customers and driving satisfactory resolution of the issues.

Troubleshoot Product, Codes and Configuration issues

Ensure consistent customer satisfaction

Document all communication with customers in the CRM

Interface with international customers

Timely handoff (escalation) of cases that require technical or political to L2/L3 TAC

Primary Skills:

OSI layers detailed understanding of each layers function and relevant protocols that operates at each level

TCP/IP thorough understanding and clear explanation about windowing/handshake mechanism

MAC header structure and use of each fields

IP header structure and use of each fields

ARP how ARP works in a Layer 2 and Layer 3 communication

Mac address table fields and how a switch uses MAC table for switching decisions

ARP table and how a switch uses ARP table

Routing Table fields and how a Router uses routing table for routing decisions

DHCP protocol messages (clear understanding of DORA process)

DHCP operation in layer 2 and layer 3 scenarios (server & client in same vlan or different VLAN)

thorough understanding of Broadcast domain and Collision Domain

thorough understanding of Unicast, Multicast and Broadcast traffic

thorough understanding of Subnetting, Vlan, VTP, 802.1q, STP, Linkage

thorough understanding of RIP (version 1 and 2) and OSPF (link states, LSA types, area types, router types, neighbor communication)

Difference between Routing and Routed protocols

Good troubleshooting approach (from Level 1 to 7 of OSI)

Network Engineer