Overview:
First line of support for customers facing technical issues with network monitoring and analysis.
Responsibilities
· Manage Cases: Log all customer interactions and technical steps taken in SFDC.
· ID Issues: Determine nature of the problem, ask clarifying questions and leveraging diagnostic tools.
· Resolve Issues: Resolve common issues using KB articles, prior training, and testing in lab.
· Create Tickets: If necessary, enter bugs and feature suggestions with supporting information.
· Manage Escalation: Escalate unsolved issues to Tier 3 support with prerequisite information.
· Communicate Continuously: Keep internal stakeholders and customers informed on issues.
· Collect Feedback: Ensure feedback is documented and radiated to proper personnel.
· Document: Add or updated KB articles to ensure we are improving efficiency.
Qualifications:
· BS degree in science or equivalent work experience.
· 2 or more years previous experience in a technical support role.
· Basic understanding of servers, networks, routers, and switches.
· Knowledge of NetFlow, SNMP, Routing, LAN, IP SLA, QoS, SSH, and Telnet.
· Ability to use diagnostic network issues using common debugging tools.
· Basic understanding of security, virtualization, DBs, and Rest APIs.
· Basic knowledge of operating systems (Windows and Linux).
· Self-starter and detailed oriented.
Nice to have
· Experience with Cloud AWS, Azure, and GCP
· CCNA or equivalent certification
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