What are the responsibilities and job description for the Technical Support Network Engineer (On-Site) position at NetSource, Inc.?
Please note that this is a Contract position and is On-Site. If you do not have Technical Assistance Center (TAC) or networking space experience, please do not submit your resume. Prefer local candidates to Texas.
Job Description:
Required Experience:
- 5 years of experience working in the networking space
- 3 years of experience working in a TAC
- Excellent written and oral communication ability, including formal presentation skills to customers, partners, internal client accounts and support teams
- Excellent understanding and applied knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS
- Layer 2 technologies (Ethernet, 802.1q/p VLAN, BFD, STP, RSTP, MSTP, ARP, LACP)
- Layer 3 - IP and related technologies (ICMP, TCP, GRE, QoS, VRRP, PBR,)
- IP routing protocols (BGP, OSPF)
- Understanding of IPv6.
- Experience in IEEE 802.1X, Radius, TACACS , SNMP, DHCP protocols.
- Understanding and troubleshooting skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS
- Knowledge of wireless deployments AP s, Controllers, Client associations, etc
- Understanding of RF transmission and antenna behavior
- Experience providing support to direct customers, resellers, and field personnel in resolving company product related issues
- Ability to provide technical guidance to other members in the team
- Experience working in a support lab environment for problem replication
- Experience documenting the sequence of events related to resolving customer technical issues
- Proficient with analyzing data traces from protocol analyzers such as Wireshark
- Experience with traffic generators such as Spirent and IXIA
- Bachelor or diploma in a computer related field or equivalent work experience
Experience considered favorably:
- Experience with Wireless survey tools like Ekahau
- Working Knowledge of Salesforce and JIRA.
- Multiple language skills
- Experience with scripting: Bash, Python, Perl, etc
- Experience working with Linux
- Experience working in (or with) a vendor
- Relevant industry accreditations/certifications: CWNA, CWAP, CCIE, CCNP, JNCP, etc
Key Responsibilities:
- Interact with our customers to promptly troubleshoot and isolate to root cause and provide a resolution to customer issues
- Replicate customer problems in the Support lab
- Work closely with Engineering to resolve escalations and bugs
- Provide on-going regular updates to sales, internal management and the customer on the progress of assigned cases
- As part of this role, you may be requested to work a staggered work week , i.e. Sunday through Thursday or Tuesday through Saturday
- Must be available for inclusion in rotating on-call roster
- Must have flexibility in work hours to work on customer issues
- Document customer and engineering interactions and technical action plans.
- Provide necessary updates to management and field teams for high profile technical escalations.
- Assist in development of knowledge articles, troubleshooting guides and internal training
- Provide ongoing coaching and mentoring within the team
- Attend regular customer and internal conference calls for high profile cases and escalations
- Strict adherence to Service Level Agreement KPIs
Role Purpose:
The position takes ownership of customer reported network issues in order to provide assistance to quickly restore service and provide problem resolution. Also responsible for reproducing customer reported issues in a lab environment and working with engineering on new and existing defects.
Communication/work style:
- Excellent communication/interpersonal skills to clearly and simply articulate ideas, frame problems and offer solutions
- Strong interpersonal skills with a focus on customer satisfaction
- A belief in ownership
- Ability to drive for results and meet tight deadlines while maintaining a high level of accuracy and attention to details
- Must maintain a professional attitude, demeanor and be highly motivated and self-directed
- Encourages and accepts feedback
Work Schedule:
- Monday through Friday or staggered work week , i.e. Sunday through Thursday or Tuesday through Saturday. Weekend or overnight hours as required.Will be negotiated with successful candidate
Candidates must provide their phone number. Job reference number is A5274.