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Technical Support Engineer

The role of Technical Support Engineer is to provide third-line technical support and be the primary customer contact for complex technical questions. Key responsibilities include troubleshooting complex networking issues involving Cisco routing, switching, and WLAN technologies; designing and validating network configurations; and providing 24/7 on-call support. The ideal candidate has a degree in engineering/science, CCNP/CCIE certification, and 5 years of experience in data communications environments.

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Swapnil Deshmukh
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168 views2 pages

Technical Support Engineer

The role of Technical Support Engineer is to provide third-line technical support and be the primary customer contact for complex technical questions. Key responsibilities include troubleshooting complex networking issues involving Cisco routing, switching, and WLAN technologies; designing and validating network configurations; and providing 24/7 on-call support. The ideal candidate has a degree in engineering/science, CCNP/CCIE certification, and 5 years of experience in data communications environments.

Uploaded by

Swapnil Deshmukh
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Job Description of Technical Support Engineer for Tech Mahindra

Title: Technical Support Engineer

Location: PAN India

Job Description:

Purpose of Role:

• The role is the primary customer contact for detailed technical questions, is customer focused, and can set up customer requirements into a working solution,
if necessary together with other disciplines.

• The resource requirement would be for 3rd line LAN, WAN and WLAN expertise and should be able to work in shared environment supporting multiple
customers and complex topologies.

Key Responsibilities:

• Technical Expertise - Prepare the necessary configuration and validation for new customer installations. Also troubleshooting complex issues being a part of
3rd line global support.

• Can act as a source for the resolution of unique or complex problems.

• Work in a team environment on multiple projects and to communicate effectively

• Knowledge of Cisco hardware, Nexus, Catalyst and WLAN.

• Has direct responsibility for completion of technical support deliverables defined in the project plan. These deliverables include Cisco routing, switching and
WLAN configuration and validations in accordance with customer requirements.

• Knowledge of Cisco IOS and NX-OS

• LAN/WAN design skills and understanding of converged networks.

• Knowledge of network routing: BGP, EIGRP, OSPF (VXLAN a plus)

• Undertaking data network fault investigations in local and wide area environments, using information from multiple sources

• Has direct responsibility for completion of technical support deliverables defined in the project plan. These deliverables include Cisco routing, switching and
WLAN configuration and validations in accordance with customer requirements.

• Securing network systems by establishing and enforcing policies, and defining and monitoring access;

• Leads and supports Networking and Facility Projects

• Provides 24 hour On Call Support as required

• Ability to handle multiple projects simultaneously

• Configuration of routing and switching equipment;


• Remote support of on-site engineers and end users/customers during installation;

• Liaising with project management teams, third-line engineers and service desk engineers on a regular basis;

• Speaking with customers via email and phone for initial requirement capture.

• Performance is measured from complete and on-time delivery, according to SLA.

• Perform end-to-end commissioning in co-operation with customer representatives to prove correct functionality.

• Assist in design, engineering, testing and rollout of newly defined BT products.

• Customer/Business Orientation - Customer Response: Can develop long-term relationships with external customers. Develop and maintain management
systems, fault diagnosis and debugging tools.

Qualifications:

• Typically engineering/science degree.

• CCNP qualified (CCIE preferred).

• Cisco / Juniper routing & switching.

• WLAN experience.

• Typically 5 year’s professional experience within tele/data communications environment.

Skills/Experience:

• Excellent communication skills, particularly the ability to communicate with staff who are not technically trained.

• To recognise the importance of customer focus and/or of serving the needs of the end user.

• The skill to take on a variety of tasks and pay attention to detail.

• Analytical and problem-solving ability.

• Teamwork skills and the ability to feel comfortable working with different teams, clients and groups of staff across an organisation.

• Organisational skills and the ability to prioritise your workload.

Experience: 0-0 years

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