What are the responsibilities and job description for the Network Support Specialist position at Tech Mahindra?
Job Description
- Initial point of contact for resolving customer raised network related requests specific to network equipment.
- Collaborate with other team members on a daily basis in order to achieve a satisfactory resolution to customer issues.
- Follow Support Center processes for effective management of assigned support requests.
- Understanding of computer networking - TCP/IP, routing, switching, N and CCNA is a plus.
- Thorough comprehension of fundamental networking protocols including TCP, STP, ARP, Ethernet, OSPF, etc.
- Working experience with any enterprise (or service provider) class network equipment.
- Responsible for providing quality technical support for our growing client and partner base.
- Experience in computer networking related problem solving, critical thinking, and troubleshooting.
- You will diagnose problems and troubleshoot the entire Meraki product line.
- Effectively communicate with third parties such as partners and customers regarding technical issues and customer service inquiries, both orally and in writing.
- Diagnose and troubleshoot wireless, security, switching, and other various network-related issues reported by Cisco Meraki customers and partners.
- Own each customer case from initial creation to resolution.
- Collaborate with other support team members to fix network outages, misconfigurations, and complex networking issues on customers' devices.
- Read and analyze packet captures using Wireshark, work with engineering and management to diagnose and resolve critical, escalated issues.
- Ability to clearly and concisely articulate matters to third parties.
- Outstanding customer service skills, ability to multitask and work under pressure
