Support Engineer

Support Engineer is responsible for working with customers to diagnose, troubleshoot, debug and resolve product issues.

Job Responsibilities:

• Interface with international customers. 
• The Support Engineer is responsible for working with customers to diagnose, troubleshoot, debug and resolve product issues. 
• Ensure customer success and satisfaction by providing solutions to complex technical problems remotely via web and phone support.
• Will assist internal and external customers with their use of the company's products. 
• Takes ownership of and exercises judgment within defined procedures and practices to determine appropriate actions to resolve customer issues.
• Document all communication with the customer. 
• Plan and constantly work on upgrading tech and product expertise.

Skill Set:

• Good experience working in a Support environment.
• Server Concepts and Working Knowledge in DHCP, DNS, SNMP, Web Server etc.
• Networking concepts like OSI model, TCP/IP, (Logical link Control, Flow Control, Link Negotiation)
• Expertise in understanding different network topologies and configurations
• Knowledge on LDAP, Active Directory and Exchange Server would be an added value.
• Knowledge on troubleshooting issues related to Routing & Switching protocols would be an added value.
• Experience in Telecom field would be an added advantage.
• CCNA or CCNP certified candidates would be preferred.

Competencies:

• Customer focused. 
• Proactive, with the ability to work on his/her own initiative. 
• Willingness to learn. 
• Excellent communication (spoken and written) skills in French and English. 
• Good Team player. 
• Debugging hardware & software system level problems in a multi-vendor multi-protocol network environment.