Level I/II Security Technical Support Engineer

With Luxoft, a DXC Technology Company in Bucharest - RO

More jobs from Luxoft, a DXC Technology Company

Posted on December 12, 2019

About this job

Location options: Paid relocation
Job type: Full-time
Experience level: Mid-Level
Role: System Administrator
Industry: Automotive, IT Consulting, Software Development / Engineering
Company size: 10k+ people
Company type: Public

Technologies

security, networking, tcp-ip

Job description

Responsibilities:

  • The JTAC Technical Support Engineer will support Security products, working directly with our customers and partners.
  • Work with a highly knowledgeable group of customers and as an escalation point for other TAC groups within the organization.
  • Troubleshoot complicated hardware and software issues, replicate customer environments and network problems in the lab.
  • Provide technical expertise and guidance during testing, deployment and operational phases of networks.
  • Be a customer advocate for timely resolution of issues and for problem reproduction and escalation.
  • Document and reproduce customer related networking problems.
  • Develop technical specialties and prepare technology white papers on these areas.
  • Participate in cross-functional tasks such as knowledgebase article management and other documentation activities. Help improve processes and tools.

Mandatory Skills:

Knowledge
• Retains ownership of most customer issues, except for the most complex, and resolves the majority of issues.
• Utilize guidance from manager or more senior engineers for case resolution or escalations.
• Sustain customer satisfaction all along the troubleshooting process.

Job Complexity
• Provide professional assistance to our customer via case management.
• Maximize the utilization of CRM tools
• Determinate cases escalation and provide proper escalation summary for next level support.
• Document all troubleshooting activities in Service Request.
• Achieve performance and quality goals.

Supervision
• Work independently or with minimum supervision.
• Build up the right criteria to determinate actions within the boundaries of the role.

Experience
• Bachelor's degree
• Experience on Customer Service/Technical support

Judgment
• Uses logic and common sense when making decisions or taking action toward troubleshooting, reporting, or escalations
• Uses existing rules and procedures to guide actions.
• Consider the continues adaptability needed to sustain world-class services

Focus on Customer
• Asks questions to accurately identify customer needs.
• Seeks feedback from customers.
• Addresses customer needs by involving the right
• people (resources) at the right time (escalations)
• Follows up with customers to ensure problems are solved.
• Meets or exceeds customer service needs, and reports barriers
• Proactive attitude

Execution
• Asks questions to clarify assignments and priorities.
• Deals with high priority work activities first.
• Makes sure work is done correctly.
• Surfaces problems and issues with speed and accuracy.

Communication
• Listens carefully to others.
• Communicates clearly and concisely.
• Provides an appropriate level of detail in communications.
• Keeps others informed.

Collaborative relationship
• Relates to others in an accepting and respectful way, regardless of their personality or background.
• Builds relationships by identifying and talking about common interests and priorities.
• Remains positive and respectful even in difficult situations.

Ethic and integrity
• Meets commitments.
• Does not disclose confidential information.

Adapt and learn
• Recovers quickly from problems and setbacks.
• Deals constructively with mistakes and problems.
• Seeks opportunities to acquire new knowledge and skills.
• Accepts and uses feedback, without becoming defensive.

Networking
• Good Knowledge of routing Switching and security protocols (Ethernet, VLANs, Spanning Tree)
• Good knowledge of application layer protocols (SNMP, HTTP, SMTP, DNS, DHCP)
• Good knowledge of Syslog protocol
• Basic knowledge of MPLS, QoS, RIP, OSPF, BGP, VRRP, IGMP, VPN protocols, and others
• Good TCP/IP knowledge.
• Good understanding of Security Technologies: IPSec, UTM, DDos, etc.
• Knowledge of C, Python, shell script, Perl is a Plus
• The ideal candidate will be able to analyze sniffer traces and be able to resolve various routing issues
• Basic knowledge of Virtualization tools (VMware)
• Good practical knowledge of Unix/Linux

Certifications
• Bachelor's degree in Information Technology, Computer Science or equivalent.
• Juniper or Cisco certifications are a plus (CCNA, CCNP, JNCIA, JNCIS,)

Experience
• Ideally, the candidate should have 1+ years of working experience in a network support role

Professionalism
• Excellent team player
• Strong problem-solving skills
• Excellent client-facing skills
• Excellent written and verbal communication skills in English
• Experience in enterprise technical support

Languages
• English is a must

Reasons to join us

  • Attractive salary and benefits package
  • We invest into your professional training including business domain knowledge, and allow you to grow your professional career.
  • We encourage creative-thinking into an open-minded work environment. Frequently the relaxation rooms are the place where the most ambitions ideas are
  • We are not just professional teams, we are also friends that have fun working together
  • If you are an active person and you feel motivated by the creation/development of the software solutions, then this is the place to be, you will not get bored.

Apply here