Network Support Engineer

Role description

Support Engineers SE serve as frontline technical resources for customers and partners via phone email or web.

They deliver unique value by collaboratively and reactively solving customer problems providing proactive support advice contributing to product quality and enhancements and creating selfhelp assets to broadly reach more customers.

You will be part of a team responsible for providing an outstanding technical support experience to our business customers.

From problem identification to full resolution you will own and manage the customer experience over the phone and Web When needed you will collaborate with others to engage subject matter experts.

Your day to day job will be about providing both technical expertise either on your own or by involving your colleagues and about being an excellent communicator and a service oriented professional.

You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues

Cloud Traits

Cloud Focus: These customers and products are our future even if they cannibalize our present

Cloud Speed: Cloud products change much faster than onpremises products so readiness requires a new mentality

Cloud Ownership: We own the switches the drives the servers and the service code we should be able to fix anything that happens

Cloud Evangelism: The Cloud is new and can seem scary so we need to encourage customer and engineers to adopt it

Required

Strong knowledge and understanding of TCP IP protocols and OSI model

Experience with Infrastructure Network Administration

Expertise troubleshooting large Network Environments and familiarity with packet sniffers Wireshark or Network Monitor Message Analyzer

Fundamental awareness of Private Hybrid Public Cloud OS Windows and or Linux Virtualization of SDN technologies

Knowledge and understanding of VPN IPsec DHCP DNS s MPLS BGP Layer3 Layer2

Handson experience of Proxy and Firewall

TECHNICAL SKILLS

Knowledge of one or two of the following domains Windows Azure Platform Operating SystemVirtualization Networking

Windows Azure Platform

Knowledge of Windows Azure Platform services

Azure Platform development and deployment concepts

Familiarity with troubleshooting

Operating SystemVirtualization

Familiarity with Active Directory Security OS Internals concepts

Understanding of Virtualization concepts and virtual system administration

Experience with HyperV configuration and administration

Networking

Familiarity with networking concepts including VIPs NAT DNS

Familiarity with networking tools ping tracert tracemon wire shark etc

Understanding of load balancing georedundancy CDN and VPN technologies preferred

Understanding of the OSI model and related concepts

Responsibilities include

The support engineer is responsible for support delivery providing technical support to Azure customers by resolving escalated complex technical customer issues on the Azure Platform and delivering Azure Technical Support against CPE and workflow efficiency targets to identify required tools cloud access training processes or capabilities to assess customer issues in less than 15 minutes and to keep escalations to PG operations below 10 of the volume The SE will need to closely collaborate with PG engineering and operations and other CTS engineers

The support engineer is a critical role in the implementation of Azure Platform support capabilities which include working with the PG and Azure Supportability PMs to implement asks identify technology andor process readiness needs and work with Training PMs and Tech Leads to ensure support team readiness develop relationships with and engage with technologyspecific depth queues for customer incident resolution when required

Specific measurements include achieving the CPE team goals time to resolution or escalation enabling a response time similar to competitors maintaining technical skills through completion of ongoing readiness and Platform training and in general participating in the creation of future support capabilities for the cloud

Time of operations:

This track will be in 24X7 shift model, therefore candidates should be flexible to cover during holidays and weekends to accommodate roster

Mandatory Qualification:


Applicants must possess a current, valid U.S. Passport. Candidates who do not meet this requirement will not be considered.