Job Description

Position: Diamond Support Engineer/ Diamond Services Engineer

Shift Timing: 9 AM IST & 1:30 PM IST (As per business need)

• Provide customers with technical support through analytical skills, facilitate new installations, implementations, maintenance, education, and author documentation in support of the customers’ environment.
• Business and technical communication skills are important for interfacing with clients, both at the engineer and management level. Working in a close-knit team environment, as well as organizational ability for multi-tasking and flexibility
• Occasional travel to customer sites in India and abroad.
• Take ownership of customer reported network issues and provides assistance in quick service restoration and problem resolution.
• Reproduces customer reported issues and works with internal teams to provide a resolution.
• Ensures management of customer expectations and resolution of technical issues in a timely manner.
• Provides necessary support to the Service Managers for high profile technical escalations.

Qualifications

• 5-8 years of relevant experience working in a TAC environment Past experience working as a Technical Account Manager (TAM)/Hi-Touch Support/CFTS Engineer or similar Technical Role that handles account based support models is a Must.
• Prior experience working on enterprise grade firewalls.
• Solid exposure to TCP/IP/switching/routing protocols.
• Working knowledge of tools like TCP DUMP and Wireshark.
• Experience working in Cloud platforms a plus(GCP,AWS,Azure).
• Working knowledge of Linux commands/shell scripts.
• Working knowledge of DNS, DHCP,IPSEC.
• Good understanding of AAA, Digital Certificates, Active Directory.
• Experience with Core dump/kernel panic analysis.
• Ability to manage high value accounts and keep the internal/external stake holders well informed.
• Ability to communicate with customers in a professional manner.
• Self-Learner.
• Excellent Time management skills