Role Code:
Technical Support Engineer – L2 (Data)
Job Family:
Service
Discipline:
All
Role Title:
Technical Support Engineer –L2
Typically reports to (role):
Team Manager
Roles that typically report to this role:
None
Example job titles covered by this role profile:
Technical Support Engineer
Purpose Of Role:
The role is to provide Technical support for LAN, WLAN & WAN issues which is customer focused, and able to manage customer expectations while adhering to defined SLA/KPI.
Qualifications :
- Typically engineering/science degree.
- CCNP Trained/Certified.
- At least 4 or more no. years professional experience within tele-communications environment.
- Experience includes managing International Customers and candidate should have good Communication.
Skills/Experience:
- WAN – Good working knowledge of WAN Protocols – BGP/OSPF/EIGRP/GRE/IPsec/QoS
- LAN – Good working knowledge of Layer2 & Layer 3 switching, hands on experience on 6500, 4500, 3850, 3750, 3560 & 2960 series of switches. Should have knowledge of Stacking, VSS concepts.
- WLAN – Good Working Knowledge of Cisco Wireless Controllers, Access Points, Prime and Client (Identity Service Engine), Candidate should be very proficient with wireless Skills.
- Good Knowledge on Nexus & Data Center Environment.
- Good working experience on Redundancy Protocols HSRP, VRRP.
- Expertise on troubleshooting with ISP/Service Providers for Circuit related problems.
- Should have good and effective communication skills.
- Experience in Riverbed & F5 will add more advantage
Key Responsibilities L2 Engineer:
- Is responsible for managing the LAN, WLAN, WAN & Data Center issues for customer within MTTR .
- Performing Technical Troubleshooting and resolving Incidents.
- Performing Simple Service Requests as part of change.
- Needs to coordinate with various stake holders Internal and external to progress reported problems, known caveats, newly available features, software upgrades etc.
- Is responsible for KCI for Technical issues faced by the customer.
- Drive Technical Bridge calls till resolution
- Implementation of Incident driven emergency changes
Authority/Decision Making:
- Operates with no supervision in a complex environment.
