| • Handle Migration/Test and Turn-Up tasks and installations in general to configure Routers, Switches , SDWAN Devices , Wireless WLC/AP’s • Handle changes on SSR (Simple Service Request), delivering configuration on Routers, Switches , SDWAN Devices , Wireless WLC/AP’s • Support 2nd/3rd line incidents related to Solution Delivered always cooperating with other levels of support in a in a high level • Review and site level design and flag issues if any • Providing in-depth technical support to customers through monitoring, localization and remote repair; • Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our SLAs; • Provide process improvement input wherever possible; • Provide Technical engineering support capability for a number of multinational customers; • May do proactive jeopardy management; • Providing higher level support internally and Hypercare as well • Organising technical trainings or knowledge sharing in the team • Participate in regular meetings with Senior Technical Support Engineers (3rd line), Consultants, Specialists, vendors and/or other 3rd parties e.g. Customers and Suppliers • Perform quality checks on customer equipment to ensure all configurations meet required compliance standards as well as both customer and company security policies; • When visible recommend flexible and scalable solutions to support new business objectives; • Be part of the pre and post-deployment network implementation and understand if what is being deployed is exactly the same as the customer wants or expected to see in place; • Monitor and test products installed on customer network , review the customer legacy network and understand the new age device mapping • Work in conjunction with Design teams in order to ensure the stable operation of network products to be deployed; • Conduct research on network services, protocols, and standards in support of the network solutions • Lead a small team as a tech lead |
Roles & Responsibilities:
| • Handle Migration/Test and Turn-Up tasks and installations in general to configure Routers, Switches , SDWAN Devices , Wireless WLC/AP’s • Handle changes on SSR (Simple Service Request), delivering configuration on Routers, Switches , SDWAN Devices , Wireless WLC/AP’s • Support 2nd/3rd line incidents related to Solution Delivered always cooperating with other levels of support in a in a high level • Review and site level design and flag issues if any • Providing in-depth technical support to customers through monitoring, localization and remote repair; • Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our SLAs; • Provide process improvement input wherever possible; • Provide Technical engineering support capability for a number of multinational customers; • May do proactive jeopardy management; • Providing higher level support internally and Hypercare as well • Organising technical trainings or knowledge sharing in the team • Participate in regular meetings with Senior Technical Support Engineers (3rd line), Consultants, Specialists, vendors and/or other 3rd parties e.g. Customers and Suppliers • Perform quality checks on customer equipment to ensure all configurations meet required compliance standards as well as both customer and company security policies; • When visible recommend flexible and scalable solutions to support new business objectives; • Be part of the pre and post-deployment network implementation and understand if what is being deployed is exactly the same as the customer wants or expected to see in place; • Monitor and test products installed on customer network , review the customer legacy network and understand the new age device mapping • Work in conjunction with Design teams in order to ensure the stable operation of network products to be deployed; • Conduct research on network services, protocols, and standards in support of the network solutions • Lead a small team as a tech lead |
Qualifications:
| 50% Voice 50% Non-Voice | 24x7 as per ROTA , Yes there will be weekend working | Graduate | 60 to 72 months | Telecom |
Customer Service
| Expert Level Knowledge in Routing and Switching Expert Level Knowledge in any SDWAN Product - Cisco Catalyst SDWAN, VMware SDWAN , Nokia Nudge , Fortinet SDWAN , Cisco Meraki, Palo Alto Prisma SDWAN Expert Level Knowledge in Wireless Technology- Cisco WLC/AP , Aruba Wireless/Central CCNP/CCIE (or similar level of knowledge in networking) Good Understanding on LAN/WAN/WLAN/BGP/MPLS/OSPF/EIGRP/xVPN Good troubleshooting Skills |