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    Calix - TAC Engineer - Network Support - Bangalore, India - CIDC PRIVATE LIMITED

    CIDC PRIVATE LIMITED
    CIDC PRIVATE LIMITED Bangalore, India

    1 week ago

    Default job background
    permanent Technology / Internet
    Description

    Location: CIDC, IN-Bangalore

    Job Summary

    As a Systems Engineer (TAC) - Access Technology support, you will provide technical assistance and support to Calix customers and partners. You will troubleshoot, resolve, and document complex network problems in a fast-paced and collaborative environment. You will work with cutting-edge technologies and products that enable secure and seamless connectivity for millions of users across the globe.

    Responsibilities :

    • Provide technical support for Calix Access products, such as routers, switches, wireless controllers, and access points.
    • Analyze, diagnose, and resolve network issues reported by customers and partners.
    • Analyze outages - document per guidelines, communicate risks.
    • Collaborate with other engineers, product managers, and calix vendors to identify root causes and solutions.
    • Escalate complex or unresolved cases to the appropriate teams or experts.
    • Meet SLAs and keep customers satisfied.
    • Update Salesforce tickets continuously per Calix processes
    • Document case histories, best practices, and troubleshooting guides.
    • Contribute to the continuous improvement of the TAC processes and tools.
    • Cover shifts based on business needs - comfortable with 24x7 work.
    • Cause analysis obligations. Provide pragmatic and effective recovery. Manage and communicate the related risks.
    Technical Skills :
    • 4+ years of technical support and/or escalation support experience, with background in networking and telecommunication.
    • Provide Level-2/3 support and troubleshooting to resolve issues.
    • In-depth understanding of Networking protocols i.e. TCP/IP, DHCP, DNS, SNMP, IPFIX, IPV4/IPV6, CGNET, Ethernet, Layer2 (RSTP/MSTP, VLANs, etc.), Layer3 (IP Routing, OSPF, BGP, etc.), MPLS (L2-VPN, L3-VPN) and networking management (must have)
    • Knowledge of Linux, shell script and Python (good to have).
    • Knowledge on Cisco, Juniper, or other network devices (must have)
    • Strong knowledge of the product and its features, benefits, and use cases.
    • CCNA/CCNP/JNCIP/RHCSA or equivalent desired ( Good to have)
    Professional skills :
    • Fluent in the English language (Verbal and written). This is mandatory.
    • Should be able to articulate technical issues / solutions to internal / external customers.
    • Self-motivated (Do not require constant 'oversight/assistance' to get jobs done, etc.).
    • Adaptability (Adapt to change quickly; Ability to learn new technology, products, processes, etc. quickly)
    • Accountable and open to constructive feedback.
    • Exceptional customer service skills. Placing customer needs first is an absolute requirement.
    • Ability to objectively think and solve problems under pressure (Very important)
    Qualifications :
    • Bachelor's degree in computer science, Engineering, or related field, or equivalent work experience.
    • CCNA or CCNP certification, or equivalent knowledge of Cisco networking technologies.
    • Experience working in a Network NOC, R&D and/or customer facing environment.
    • Strong troubleshooting and analytical skills.
    • Excellent communication and customer service skills.
    • Ability to work independently and as part of a team.
    • Willingness to learn new technologies and products.
    )
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