Support Engineer

Assignment description

We are looking for a Global Support Services - Support Engineer for our client.

About us:

We are an industry leader in network security and visibility. A global growing company in cyber-security with a strong Tier1 customer base. We embrace an Agile way of working, priding ourselves on being fast, diverse and dynamic. We are real team players who are ready to go the extra mile to succeed. We believe that anyone can make an impact and together our team spirit makes all the difference. This is your opportunity to develop both professionally and personally.

What we’re looking for:

We are happy to offer an opportunity to join the Global Customer Service group. We are looking for a talented Support engineer to Handle 1st and 2nd support cases professionally and independently via CRM, phone and email.

What you’ll do:

Provide excellent, dedicated and proactive support service, perform deep problem investigation into system logs and behaviour, 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 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 24x7 global coverage.

What you should have:

At least 3-5 years 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.
- Strong hands-on working knowledge of TCP/IP networks, packet sniffing and traffic generation.
- Strong knowledge of Linux system administration and operation (CentOS\RedHat preferred).
- Windows Server OS knowledge and operation - an advantage.
- Work experience with the security world
- Experienced in customer care working with CRM systems.

Soft skills:

- Motivated and self-learner through hands-on experience and on the job learning.
- Able to work under pressure upholding strict SLA's.
- Ability to learn and adapt quickly to technologies and technical environments.
- Excellent human relations, service orientated and excellent team player.
- Excellent communicator written and spoken:
- Excellent English spoken and writing skills - a must.
- Ability to document technical information and knowledge sharing with global teams.
- Additional languages is an advantage.

Academic Education:

- Graduate/Diploma of Computer Science/Electrical/Electronic Engineering.

Advantages:

- Hands-on experience in routing protocols like BGP, PBR, etc. - an advantage.
- Knowledge in Shell/Perl scripting - an advantage.
- Knowledge in database SQL querying and database administration - an advantage.

Assignment period : 15 Feb 2021 - 15 Feb 2022

Assignment length: ~ 1 year

Location: Mostly remote, but some travels may occur.