Handling tickets / Incidents as per Priority basis
Troubleshooting and providing break fix support to technical issues
Perform root cause analysis of raised issues
Defining process improvements and ensuring that the processes are adhered to
Take shared ownership of resolving issues in a SLA driven environment
Improves and maintains customer and employee satisfaction
Excellent verbal and written communication skills (English)
Have a strong presence and the ability to lead highly complex real time incident calls in front of the customer and other parties
Excellent customer handling skills
Ability to handle high pressure situations
Technical Duties:
Extensive hands-on experience on Firewall: Cisco-ASA, FortiGate (SSL VPN, WAN, IP-Sec, Policies, NAT, PAT, VNAT, Logging)
SD-WAN experience on firewall
Hands On experience in Cisco Switches
Good experience in ForcePoint (DLP & WEB)
Good experience Cisco WLC and APs
Cisco Meraki experience is plus advantage
Load Balancer – Radware
Network Engineer experience supporting global network infrastructures
Expert level knowledge in the real time analysis troubleshooting and documentation of issues within LAN/WAN architectures and IP Services
Expert level knowledge of troubleshooting, implementing, optimizing and testing of security technologies including VPN, IP-Sec and Load balancing
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