Technical Support Engineer 2
Broadcom
- Kalyani, West Bengal
- Permanent
- Full-time
- Resolve customer’s issues via the telephone, email, or Zoom session
- Reproducing issues in-house and responding promptly
- Regular follow-ups with customers with recommendations, updates, and action plans
- Escalate issues promptly according to standard operating procedures
- Leverage internal technical expertise, including peers, mentors, knowledge base, community forums, and other internal tools, to provide the most effective solutions to customer issues
- Create new knowledgebase articles to capture new learning for reuse throughout the organization
- Participate in technical communications with peers to share best practices and learn about new technologies
- Focus on an area of technical specialization and attend technical training,
- Read and work with other technical support engineers on cases that will help cultivate that expertise
- 4+ years of work experience in enterprise technical support
- Fluent written and verbal communication skills in English
- Good interpersonal communication and customer service skills are needed to work successfully with customers in high-stress and or ambiguous situations
- Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
- The logical approach to problem-solving & Strong Troubleshooting experience
- Willingness to work in a 24x7 environment. Flexible to work evening/night hours and weekends long term if required. This may change as per business needs
- Knowledge of L3 and L2 Protocols (TCP, UDP, ARP, DHCP, ICMP, IPv4/IPv6, VLAN Concepts, VLAN Tagging)
- Ability to troubleshoot networking issues at the L2-L7 layer.
- Ability to perform and analyze tcpdump, wireshark, traceroute, route, and netstat data.
- Experience in Virtualization & Cloud computing will be preferred
- Certifications (VCP, CCNA, CCNP, MCSE, RHCE etc.)
- Advanced level understanding of at least one of the following technologies and Intermediate level understanding of a secondary technology
- Storage (FC, ISCI, etc.)
- Concepts of Firewall / ACL / Load Balancer / Endpoint Security like McAfee / TrendMicro / Palo Alto Networks Skills / VMware Lastline
- Linux/Windows Server