Job Responsibilities:

• The candidate is expected to work in a highly dynamic and technical environment with a relentless focus on delivering Remarkable Customer Experience.
• Demonstrate ownership of customer-reported issues till resolution.
• Lead key customer escalations within the team towards resolution and own stakeholder communication on critical/hot escalations.
• Understand Customer’s impact. prioritize, own, and effectively communicate with various stakeholders.
• Closely engage with escalations team and Product teams to drive customer-reported escalations towards closures.
• Knowledge Creation, Quality / Continuous improvement initiatives, and Training / Mentoring activities.
• Be a Team player, flexible to work on Weekends/Holidays as per the Business requirement.

Mandatory Skills:

• Excellent verbal and written communication, presentation, and customer handling skills.
• Ability to logically troubleshoot complex andhigh-impactt problems
• Self-learner with an appetite for continuous development.
• In-depth knowledge of the following:
• Switching Technology [xSTP, VRRP, LACP, Dot1x, COS, QOS]
• IP and related protocols (ARP, ICMP, TCP, UDP, DNS, DHCP),
• In-depth knowledge of 802.11 a/b/g/n/ac/ax/r/k/v protocol standards.
• BGP, OSPF, and RIP understanding would be an added advantage.
• Scripting skills like Python, Perl, or Shell (bash, ksh, csh) would be considered an added advantage.

Preferred Work Experience:

• Technical Support experience supporting critical network infrastructures of Enterprise/Telecom or Cloud customers
• Troubleshooting complex networks in Switching/Wireless/Cloud domain
• Experience in working with Product Development/Engineering team to resolve customer-reported issues.

Educational Qualification:

• Engineering Graduates with 2+ years of relevant work experience
• JNCIE or CCIE in Routing & Switching is a Plus.
• Certification on Cloud-based / wireless technologies is an added advantage.