Sr Technical Associate - Customer Service Operations (Cloud & Security Customer Service Operations)

Broad outline of the Role

• Firewall (IPSEC VPN, security policy, NAT, QoS, PBR, Basic knowledge of IDS/IPS/SSLVPN)
• 2 yrs of Operational/Hands on experience in configuring/managing firewalls (PaloAlto-preferred, Fortinet, Sophos or any other vendor)
• Switching (VLAN, LACP, STP/RSTP, Static routing, IP Subnetting, Basic OSPF, HSRP, IP SLA)

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

• Graduate with 3-4 years of experience on Switching, Routing and Paloalto Firewall

Other knowledge/skills

• Demonstration of problem-solving skills
• Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
• Maintain awareness of latest technologies in the domain

Key Responsibilities

• Configure and install various network devices and services (e.g., routers, switches, firewalls, VPN, QoS)
• Mobility Controller, Access Points, Instant Access Point, IPsec VPN, Airwave monitoring/Management, Wi-Fi Site survey.
• Perform network maintenance and system upgrades including service packs, patches, hot fixes and security configurations
• Monitor performance and ensure system availability and reliability
• Monitor system resource utilization, trending, and capacity planning
• Provide Level-2/3 support and troubleshooting to resolve issues
• Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the network infrastructure
• Select and implement security tools, policies, and procedures in conjunction with the company’s security team
• Liaise with vendors and other IT personnel for problem resolution

Technical Competencies

• 3-4 yrs of hands-on network engineering experience
• CCNA or CCNP trained or certified
• Deep understanding of networking protocols (e.g., IPSEC, HSRP, BGP, OSPF, 802.11, QoS)
• Solid understanding of the OSI or TCP/IP model

Hands-on experience with monitoring, network diagnostic and network analytics tools

Knowledge / Skills