Job Description

Primary Skills:

• Excellent Communication Skills.

• Candidate should have very strong fundamental “core” networking skills, with thorough knowledge of TCP/IP Protocol suite, OSI layered architecture and should be able to relate that knowledge in troubleshooting related issues

• Excellent knowledge and prior experience supporting network security technologies such as Proxies, NG Firewalls, SSL/IPSec, VPNs, SSO

• Familiarity with DLP and Encryption gateways.

• Proven knowledge and practical application of Security, Firewalls, access and perimeter control, vulnerability management and intrusion detection.

• Ability to understand and troubleshoot various network problems using utilities like lookup, traceroute, ping, net stat and packet sniffers like wire shark, TCP dump and HAR Captures (HTTP Archive) etc

• International Support experience preferable.

• CCNA certification is preferable

Experience

:• Minimum 2+ years of experience in TAC Environment like Firewall and SASE domains

Roles and Responsibilis

• Ability to work in a highly dynamic TAC (Technical Assistance Center) environment with a High focus on customer satisfaction. Able to determine problems quickly and deliver a Remarkable Customer Experience.

• Check the case queue and clear the cases in it before the end of the shift

• Help customers with products and services.

• Update ZD with case updates and set SLA accordingly

• Manage caseloads & backlog in a timely manner, drive them for a closure

• Take ownership for problem resolution, problem reproduction and escalation,

• Escalate cases to the L2 team whenever required with proper documentation.