Job Description of Technical Support Engineer for Tech Mahindra
Title: Technical Support Engineer
Location: PAN India
Job Description:
Purpose of Role:
• The role is the primary customer contact for detailed technical questions, is customer focused, and can set up customer requirements into a working solution,
if necessary together with other disciplines.
• The resource requirement would be for 3rd line LAN, WAN and WLAN expertise and should be able to work in shared environment supporting multiple
customers and complex topologies.
Key Responsibilities:
• Technical Expertise - Prepare the necessary configuration and validation for new customer installations. Also troubleshooting complex issues being a part of
3rd line global support.
• Can act as a source for the resolution of unique or complex problems.
• Work in a team environment on multiple projects and to communicate effectively
• Knowledge of Cisco hardware, Nexus, Catalyst and WLAN.
• Has direct responsibility for completion of technical support deliverables defined in the project plan. These deliverables include Cisco routing, switching and
WLAN configuration and validations in accordance with customer requirements.
• Knowledge of Cisco IOS and NX-OS
• LAN/WAN design skills and understanding of converged networks.
• Knowledge of network routing: BGP, EIGRP, OSPF (VXLAN a plus)
• Undertaking data network fault investigations in local and wide area environments, using information from multiple sources
• Has direct responsibility for completion of technical support deliverables defined in the project plan. These deliverables include Cisco routing, switching and
WLAN configuration and validations in accordance with customer requirements.
• Securing network systems by establishing and enforcing policies, and defining and monitoring access;
• Leads and supports Networking and Facility Projects
• Provides 24 hour On Call Support as required
• Ability to handle multiple projects simultaneously
• Configuration of routing and switching equipment;
• Remote support of on-site engineers and end users/customers during installation;
• Liaising with project management teams, third-line engineers and service desk engineers on a regular basis;
• Speaking with customers via email and phone for initial requirement capture.
• Performance is measured from complete and on-time delivery, according to SLA.
• Perform end-to-end commissioning in co-operation with customer representatives to prove correct functionality.
• Assist in design, engineering, testing and rollout of newly defined BT products.
• Customer/Business Orientation - Customer Response: Can develop long-term relationships with external customers. Develop and maintain management
systems, fault diagnosis and debugging tools.
Qualifications:
• Typically engineering/science degree.
• CCNP qualified (CCIE preferred).
• Cisco / Juniper routing & switching.
• WLAN experience.
• Typically 5 year’s professional experience within tele/data communications environment.
Skills/Experience:
• Excellent communication skills, particularly the ability to communicate with staff who are not technically trained.
• To recognise the importance of customer focus and/or of serving the needs of the end user.
• The skill to take on a variety of tasks and pay attention to detail.
• Analytical and problem-solving ability.
• Teamwork skills and the ability to feel comfortable working with different teams, clients and groups of staff across an organisation.
• Organisational skills and the ability to prioritise your workload.
Experience: 0-0 years
