TAC Engineer – L1 - Pune, India - Radical Technologies

Description

Interested candidates kindly apply before 17th December.

CV must be in pdf format, saved with your first name.

Role: TAC Engineer – L1 /L2

Location: Chennai / Hyderabad/ Pune

Salary: INR 6 L+
Employee Agreement: Yes, 24 months
Experience: 1 to 3 years exp
No. of requirement : 50
Education Qualification: Graduate

Work Environment: Work From home/Work From office: Work from Home for six months
Interview: Offline (Coding + technical): Technical interview

Responsibility L1 Advisor:
The L1 – Support Advisor is responsible for providing high-quality technical support to clients, developers, and
prospects across the world through e-mails, phone interactions, desktop sharing with clients and by using incident
tracking system. The fundamental goal of this position is to help our clients achieve success using client platform.
The job involves handling and resolving complex technical and functional queries from clients across the globe.

Technical Skill sets:
 Good Knowledge on ISO / OSI Reference Model, TCP/IP Protocol Suite, IP Addressing & Subnetting, ARP, IP &, TCP Headers
 Switching – Understanding on VLAN, STP
 Network Security – SSL/TLS, VPNs (IPsec, GRE), Firewall, IDS/IPS
 Knowledge of protocols such as HTTP, SMTP, FTP, DNS, DHCP
 Network troubleshooting experience – familiarity with tools such as Ping, Traceroute, MTR
 Network protocol analyzers – Knowledge on anyone of these: tcpdump, Wireshark, fiddler

Good to have:
o Authentication protocols such as LDAP, SAML, 2FA, MFA etc.
o Basic knowledge on operating systems – Linux, Unix
o Basic Knowledge on Web proxy, transparent proxy, reverse proxy, Explicit proxy & PAC files

The responsibility includes but not limited to the following:
 Ability to communicate with tech-savvy clients using perfect written and spoken English.
 Familiarity with a range of enterprise software/ security solutions and be comfortable in conversations with IT professionals and technical clients.
 Experience troubleshooting and solving technical problems, client advocacy, empathy, and keen attention to detail.
 Available to work any assigned shift – the team provides 24×7 coverage for our clients around the world. But it's PST for now until further updates.
 Help resolve software and technical questions for the client efficiently and effectively.
 Gather the required information necessary to best handle client software and technical inquiries.
 Manage client expectations regarding estimated response times for issue resolution.
 Meet SLAs like response and resolution times by partnering within L2 and L3 advisor.
 Extensively research and document client technical issues.
 Collaborate with technical support team members to properly manage client inquiries and escalate when appropriate.
 Partner with technical support team members on various strategic projects when needed.
 Own client technical issues from initial report to resolution, communicating with clients regularly regarding issue status.
 Run monitoring reports for usage, performance, and/or availability.
 Initial triage to isolate unsupported 3rd party issues from potential root cause.
 Information gathering to ensure complete availability of details required for root cause analysis. Provision of technical resolution or problem workaround.
 Problem Routing/Escalation to second/third level support or third parties where required.