Job
Description
Job Description: You will be joining Nexapp Technologies Pvt. Ltd. as a Network Engineer - L2 Customer Support in Pune. Your primary responsibility will be to provide advanced technical support to customers, ensuring the stability and performance of their network infrastructure. Collaboration with the L1 support team, engineering team, and customers will be essential for troubleshooting and resolving complex network issues. Key Responsibilities: - Network Monitoring: - Continuously monitor network performance and identify potential issues proactively. - Utilize network monitoring tools for optimal network operation and performance. - Analyze network traffic and usage patterns to detect and address anomalies. - Customer Support: - Provide advanced technical support for network-related issues and escalate unresolved issues to the L3 support team. - Understand customer network requirements and provide appropriate solutions. - Participate in on-call rotation and offer after-hours support as needed. - SLA Management: - Ensure resolution of all support requests and incidents within agreed Service Level Agreements (SLAs). - Track and report on SLA performance, identifying areas for improvement. - Collaborate with the team to develop strategies for maintaining SLA compliance. - Network Configuration and Maintenance: - Configure and manage network devices, including routers, switches, firewalls, VPNs, and IPsec. - Perform network upgrades, patches, and maintenance for optimal performance. - Maintain up-to-date documentation of network configurations and changes. - Incident Management: - Lead troubleshooting and resolution of complex network incidents. - Coordinate with the engineering team and stakeholders to resolve critical issues. - Implement root cause analysis and corrective actions to prevent incident recurrence. - Reporting and Documentation: - Document network configurations, changes, and troubleshooting steps. - Prepare detailed incident reports and summaries. - Generate regular reports on network performance, incidents, and SLA compliance. Qualifications: - Education and Experience: - Bachelor's degree in Computer Science, Information Technology, or related field. - Minimum 3-5 years of experience in network engineering and customer support. - Networking Technical Skillsets: - Detailed knowledge of OSI model and switching technologies. - Strong understanding of networking protocols such as TCP/IP, DNS, DHCP, BGP, OSPF, and MPLS. - Specialized knowledge of network security concepts and experience with firewalls. - Hands-on experience with VPN configuration and routing protocols. - Familiarity with network monitoring tools and DHCP/IP address management. - Basic knowledge of SD-WAN is advantageous. - Soft Skills: - Excellent problem-solving and analytical skills. - Strong communication and customer service skills. - Good troubleshooting skills and ability to identify problem areas. - Ability to work independently and collaboratively. - Tools Experience: - Proficiency in ticketing tools like ZohoDesk and ServiceNow. - Certifications (Preferred): - Relevant certifications such as CCNA, CCNP are a plus. About Nexapp: Nexapp Technologies is a prominent enterprise networking solutions provider specializing in cloud-delivered Managed Integrated Software Defined Wide Area Network (SD-WAN) solutions for B2B, M2M, and IoT. Their focus is on connecting people, places, and things anytime, anywhere, integrating private and public clouds, branch offices, mobility, and sensors into an agile and secure enterprise network, ensuring a responsive, reliable, and secure WAN edge.,
