Tier-2 Support Engineer
3 days ago
ROLES AND RESPONSIBILITIES:
- Provide technical coverage and mentorship on all P1, P2, and other high visibility incidents
- Provide internal and external executive level updates to all partners
- Assign tasks and supervise follow-up actions
- Collaborate with multi-functional teams (AS, TAC, etc) to ensure unified messaging to customer
- Participate in an on-call rotation with other engineers
- Participate in ticket reviews to provide ongoing feedback to the Incident Team
- Mentor and coach Tier 2 team
- Maintain productive customer relationships and lead for technical and political customer critical issues
- The job holder will work on-call over the weekends on rotation as needed
- Experience with Python or other scripting languages
- Experience with Splunk or Data-Analytics platforms
- Experience with Netbackup or other backup platforms
- Solid understanding of routing and switching protocols (EIGRP, iBGP, eBGP, Static Routing, SDWAN, ACL, QOS), Cisco Firewalls (ASA, FTD, ACL, NAT, VPN, ISE ) and experience working with ISPs
- Knowledge on Cisco Data Center Compute and Storage platforms like UCS Blade & Rack Servers, MDS, Hyperflex, VMware, Cisco Nexus (including ACI mode and supporting APIC), Catalyst switches, ASR routers, Firepower Threat Defense
- Minimum 2.5 Years and above of relevant experience is a must
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