• Head - Technical Support Engineer

Industry : IT-Software / Software Services / testing
Location : Mumbai
Experience Range : 3 - 5 Years
Qualification : B.Tech/B.E. (Computers)
Open

Functional: Telecom / IT-Hardware / Tech. Staff / Support
Job Description
About Us :
For over 27 years, Options Executive Search has provided customized recruitment and HR consultancy services, helping IT, Manufacturing and Financial Service companies find professionals with 5+ years’ experience. We have helped put together core teams in hundreds of startups (venture- and PE-funded companies) and established companies (Indian and foreign MNCs).
About Company :
Our client is an industry leader in network security and visibility. A global growing company in cyber-security with a strong Tier1 customer base. They embrace an Agile way of working, priding ourselves on being fast, diverse and dynamic. They are real team players who are ready to go the extra mile to succeed. They believe that anyone can make an impact and together our team spirit makes all the difference. This is your opportunity to develop, professionally and personally.
Roles and Responsibility :

·         An opportunity to join the Global Customer Service of a cutting edge network devices vendor that provides Tier1 network operator grade devices.

·         Handle 1st and 2nd level support cases professionally and independently via CRM, phone and email.

·         provide excellent, dedicated and proactive support service.

·         Perform deep problem investigation into system logs and behavior.

·         Provide technical guidance and solutions to the company’s customers and partners, problem reproduction and lab simulations.

·         Working with higher tier support teams and travel to customer sites according to need.

·         All while maintaining direct contact with key customers in the APAC region off-site and on-site to assure customer satisfaction and success.

·         Serving mainly APAC customer but with opportunities to serve and travel globally.

·         Working in 9-hour shifts according to coverage needs mainly aimed to cover APAC and EMEA regions.

·         The position includes Weekend shifts and on-call duty as part of 24×7 global coverage.

Desired Candidate :
  • At least 3-5 years of hands-on experience with networking LAN/WAN environments, preferably with:
  • ISPs, Telco’s and Mobile Operators, Tier1/Tier2 networks.
  • Mobile data/cable operators.
  • Hands-on experience in networking LAN/WAN products: Routers, Switches, Firewalls, NMS, etc.
  • Working knowledge of Radius, Diameter, DHCP, 3GPP, PCEF, PCRF, understanding protocol flow and sniffing.
Recruiter Name : A.K.Menon
Recruiter Email Id : optionsmenon@gmail.com
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