Job Description

We are looking for a Network Engineer to design, implement, maintain, and support our growing network infrastructure. You will be part of a systems engineering team that is responsible for designing and developing scalable, maintainable, highly available network architectures that meet business objectives and SLAs.

Key Responsibilities:

1.Installation Support: Plan and execute Installation either remotely or onsite based on management preference. Installation need to be done in line with best practice followed with team.

2. Customer Service: Assist customers via various channels such as phone, email, to provide seam less customer support experiance while trouble shooting their issues and requirements.

3. Issue Tickets Updates: Maintain detailed documentation of customer interactions, problems, solutions provided, and feedback in the provided issue tracking system for later reference and deriving best practices.

4. Feedback Assistance : Relay customer feedback and recurring technical issues to product and through reporting managers to management.

5. Continuous Learning: Stay updated with firewall features, updates, and new releases to provide accurate support. Stay updted with networking trends and other firewalls and appliances in the market.

6. Collaboration: Work closely with other support engineers, sales and IT Infra team to ensure timely and accurate resolution of customer issues, pre-sales demos and prospect enquiries

7. Training: Participate in training sessions and workshops to improve technical and soft skills.

8. Quality Adherence: Ensure all support activities, and documentation adhare to quality standards respected in the market and company guidelines.

9. Escalate issues : Properly escalate issues which require higher technical or decision making to Team lead and Head of the team.

Key Performance Indicators (KPIs)

1. First Response Time: Average time taken to provide the initial response to customer queries.

2. Resolution Time: Average time taken to resolve customer complaints or queries.

3. Customer Satisfaction Score: Gauge the satisfaction levels of customers based on their support interactions.

4. Technical Accuracy: Ensure that provided solutions are technically sound and effective.

5. Ticket Volume: Monitor the number of issues resolved in a given time period.

6. Feedback Implementation: Measure self-improvement based on customer and peer feedback.

7. Knowledge Base Contributions: Number of articles or solutions contributed to the internal or customer-facing knowledge base.

Qualifications & Experience:

- Educational Qualification: Bachelor's degree or Deploma in IT, Computer Science, or a related field.

- Experience: 6 months -1 years in a technical support or customer support role. Familiarity with the pfsense opensensene/ network or service is a plus.

- Any Networking Certifications is a Plus.

Competence Required:

- Technical Proficiency: Adequate understanding of the company's product or service from a technical standpoint.

- Problem-Solving: Ability to quickly understand, diagnose, and resolve technical problems.

- Communication: Clear and empathetic communication skills for customer interaction.- Teamwork: Ability to work collaboratively in a team environment.

Job Type: Full-time

Pay: ₹300,000.00 - ₹400,000.00 per year

Benefits:

Health insurance Provident Fund
Ability to commute/relocate:

Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required)
Education:

Bachelor's (Preferred)
Experience:

total work: 1 year (Preferred)
Work Location: In person