Overview: Our client is a leading digital technology and customer experience services company known for its agility innovation and focus on client outcomes.
- Job Responsibilities:
Ability to work in a highly dynamic TAC (Technical Assistance Center) environment with a High focus on customer satisfaction. Able to determine problems quickly and deliver a Remarkable Customer Experience. - Check the case queue and clear the cases in it before the end of the shift
- Help customers with Netskope products and services.
- Update ZD with case updates and set SLA accordingly
- Manage caseloads & backlog in a timely manner drive them for a closure
- Take ownership for problem resolution problem reproduction and escalation.
- Escalate cases to the L2 team whenever required with proper documentation
Technical Skills:
- Excellent Communication Skills.
- Candidate should have very strong fundamental core networking skills with thorough knowledge of TCP/IP Protocol suite OSI layered architecture and should be able to relate that knowledge in troubleshooting related issues
- Excellent knowledge and prior experience supporting network security technologies such as Proxies NG Firewalls SSL/IPSec VPNs SSO
- Familiarity with DLP and Encryption gateways.
- Proven knowledge and practical application of Security Firewalls access and perimeter control vulnerability management and intrusion detection.
- Ability to understand and troubleshoot various network problems using utilities like lookup traceroute ping net stat and packet sniffers like wire shark TCP dump and HAR Captures (HTTP Archive) etc
- International Support experience preferable.
- CCNA certification is preferable
Desired Profile:
- Minimum 3 years of experience in TAC Environment like Firewall and SASE domains.
- Should have good communication skills
- Have a strong network security experience
- Experience in the IT / ITES sector preferably with expertise in network security domain
- Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications
- Enjoy challenging and diverse work assignments in a fastpaced environment
- Should consistently achieve business goals in a short time frame
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Remote Work :
No