Job Description

Job Purpose: The Technical Support Engineer will be responsible for providing front line technical support to diagnose , troubleshoot, and resolve a customer\'s network security issues in an accurate and timely manner. In this role, you will provide technical support to end customers via phone, email, and web. Regularly updating support cases to record the progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base is required. You may have to simulate customer issues and escalate to senior engineer or principal vendor if unresolved. Responsibilities: Provide front line technical support to customers & partners and take ownership of issues to resolve them. Provide diagnostics and troubleshooting help by following best practices. Managing support cases to ensure issues are logged in the helpdesk software, tracked, resolved, and follow-ups are done in a timely manner. Simulate the customer issues in lab environment. Follow standard procedures for proper escalation of unresolved issues to the appropriate teams. Provide prompt and accurate feedback with root cause analysis after problem resolution. Document the problem & resolution in the knowledge base and technical articles. Follow the SLA for issues with different severity levels. Assist the team in publishing Technical Support Bulletins and other technical documentation like manuals, troubleshooting guides, etc. Participation in on-call duties Knowledge, Skills and Experience: 1 to 3 Years of relevant work experienceis required. Required Education: BE or BTech or Technical 3 Years Diploma in Information Technology, Computer Science or equivalent. Good written and verbal communication skills. Strong problem-solving skills. Previous working experience in a Technical Support environment is required. Strong knowledge of TCP/IP with hands-on experience in Routing, Switching and Security protocols / terminologies is required. Experience with Layer 7 application protocols and leading network & security vendors is preferred. What\'s In It For You Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle. Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses. Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program. Diversity, Equity & Inclusion: It\'s not just a phrase to us valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities. Make the Most of our Global Organization : Network with other new co-workers within your first 30 days through our onboarding program. Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives. Don\'t meet every single requirement Apply anyway. At Tech Data, a TD SYNNEX Company, we\'re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you\'re excited about working for our company and believe you\'re a good fit for this role, we encourage you to apply. You may be exactly the person we\'re looking for!

Monster