25 Oct
Getronics
Gurugram
- This role requires strong fault isolation and root cause analysis skills to
diagnose and solve complex technical issues and provide timely
solutions to customers in a professional manner. Regularly updating
customer cases to record the progress of calls in the call-tracking system
and documenting technical solutions and product information in
account-specific repositories. Work to reproduce customer issues and
work with vendors to resolve technical issues and thus does not limit to
the above with more involvement like
- Manages the design, implementation, and ongoing management of
mainly.
- Provide reactive/proactive Designated Technical Support to top-tier
customers.
- Provide configuration review, troubleshooting,
and best practices to
named customers.
- Manage support cases to ensure issues are recorded, tracked, resolved,
and follow-ups are done in a timely manner and reported via the Service Desk
and Customer.
- Provide fault isolation and root cause analysis for technical issues.
- Publish Technical Support Bulletins and other technical documentation
in the Knowledge Base.
- Gather and retain customer-specific documentation in a secure location
for ease of troubleshooting.
- Review of technical documentation, troubleshooting guides, etc, and
improvement Plans
- Act on Incidents reported by our network management tools.
- Act on Incidents reported by the customer (via our service desk)
- Proactively test & upgrade software on various devices
- Analyse capacity management reports & propose improvements.
- Prepare and execute Change requests.
- Remotely Configure new devices
- Interact with multiple teams (Helpdesk, Customer, Service delivery
Managers)
- Communicate & raise incidents to the party (vendors/telecom
providers)
- Propose improvement plans (technical & human activity)
- Proactively seek guidance from peers and seniors where required.
- Team presentations on your activities
- Propose improvements for our network management tools /
Configuration.
- Analyse reporting before used by Service Delivery Manager
- This role involves client interaction.
- The scope of products/vendors covers –
- FortiGate, Cisco ASA, Cisco FTD, Palo Alto ( Firewall, Panaroma )
- Cisco (Routing, Switching), Wireless, Cisco ACI
- Meraki (Wireless ,SDWAN )
- Primarily : Cisco (Routing/Switching), FortiGate Firewalls
- Secondary :
- One of the following firewalls Palo Alto, Cisco ASA, Cisco Firepower,
Cisco ACI
Core Skills
- Minimum 8 years relevant experience (see list of vendors)
- Hands-on experience working in an ITIL-structured organization
dealing with Incident / Change / Problem management.
- Hands-on experience in handling major IT infrastructure vendor
products such as Cisco and Palo Alto.
- Expert in implementing and supporting Advanced routing protocols,
Switching.
- Experience with Wireshark or other protocol analyzers.
- Configuring network & security devices with end-to-end security in
mind.
- Configuring end-to-end Quality of Service
- Troubleshoot using traffic analyzers, NetFlow collector, capacity
management tools.
- Incident Report Document writing.
- Documentation (MS Word) & drawing ( MS Visio ) updates
- Participating in Team and customer meetings.
- Effective English speaking & writing skills.
Soft Skills
▪ Driven and Customer-focused.
▪ Ability to work well under pressure.
▪ Proactive Attitude
▪ Problem Solving
▪ Excellent Communication – Verbal & Written
▪ Independent and resourceful with minimal supervision
▪ Team player
▪ Take initiative
Certification/Training
- Masters/Graduate degree holder
- Fortinet NSE5 and above (Desired), PCNSE, PCNSA, CCIE, CCNP
Security
- CCIE, CCNP routing switching (Desired)
▶️ Technical Consultant – Network & Security (Fortigate)
🖊️ Getronics
📍 Gurugram