Job Responsibilities:

Troubleshoot all Level 1/ 2 Calls from customers.

Ensure consistent customer satisfaction.

Document all communication with customers in the CRM.

Notify/Discuss with TL/Manager on tickets that require assistance.

Timely handoff (escalation) of cases that require technical escalation to L3 TAC.

Plan and constantly work on upgrading tech and product expertise.

Contribute to the knowledge base/ Tech Forum

Good communication skills

Good understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SNMP,FTP, TFTP).

Experience in VLANS, Tagging - IEEE 802.1q, 802.3ad, 802.1d,802.1w.

Experience in IPSEC VPN/SSL-VPN/NAT/GRE/

Experience on routing protocols - RIP V1/V2, OSPF, BGP

CCNA, CCNP, Checkpoint Certification, CCSP certifications

Network Engineer