Technical Support Engineer

Overview: 

• You shall be a part of the Technical Support Center (based out in Pune, India).
• The Technical Support Center is a team of highly responsive technology specialists whose #1 focus is to
• support/resolve the customers for Presales and Post Sales Technical issues while delivering the best
• possible customer experience. 
• You can measure your success through excellent financial results, growing
• customer happiness metrics, industry recognition, on time resolution and employee happiness scores.
• You shall be the first point of contact for customers and partners all over Americas, EMEA & APAC.
• You'll have insight on the detailed functionality of products and partner with all distributed
• elements of the service chain.

Responsibilities:

• You will be responsible for creating and driving support tickets within the required SLA parameters.
• will depend on you to provide the highest standard of customer support for Switching, routing
• ,security , Wireless, Cables & Connectivity.
• Remotely provide Presales as well as Post sales support making sure the customer is satisfied with the level of service provided. Manage the tech support day-to-day operations to achieve qualitative and quantitative targets at team/staff level and to maintain overall quality standards.
• You shall be responsible for achieving all metrics for the respective customer/partner, as defined by the management with particular focus on customer satisfaction.
• Gather the required information necessary to best handle customer software and technical inquiries.
• Resolving the issues through Phone, chat and ticketing tool - communication channels. 
• Collaborate with Technical Support team members to properly manage customer queries and escalate when appropriate.
• Document solutions for knowledgebase.
• Work to support customer technical issues encompassing hardware, software, and networking. 
• Create knowledge base articles on products.
• Connect with wide range of people and teams to find these solutions such as Solution Consultants,Product Line Managers, and the various plants.
• Provide technical service for products and solutions in India and deliver professionally and
• disciplinarily.
• Deliver end to end solution as per customer demand.
• Assist customers with Support Requests and engaging with other Teams ensuring follow up on each request and solution is provided.
• Continuous improvement of their professional certification level.

Requirements :

• Bachelor’s degree in Telecom, Computer Science, Electrical Engineering/Electronics/ IT.
• CCNA Certified. Hirschmann switches, router and security devices knowledge would be added
• advantage.
• Minimum 3-10 years working experience.
• 2~3 year’s implementation experience in Managed and unmanaged switches, Internet wireless LAN,
• Industrial Security Systems, Embedded Ethernet modules, Fiber optic field bus repeaters, Secure
• remote access, Network Management Software, Industrial Connectors, industrial network security
• products for process control, SCADA manufacturing and automation sectors.
• Experience in customer support, service or after sales in networking system will be added advantage.
• Understanding of networking protocols.
• Knowledge of transmission technology, OTN and Network Access control would be a plus.
• Hands-on experience with monitoring, network diagnostic and network analytics tools/network
• configuration experience with Cisco etc.
• Ability to quickly learn new or unfamiliar technology and products using documentation and internetresources.
• Basic Level of understanding of Routing and Switching, Basic Data networking, including DHCP, RSTP, VLAN, QoS, IGMP, network redundancy, IP routing protocols and standard VPN technology.
• Industrial networking and IIoT/IoT digitalization knowledge would be added advantage.
• Good English in reading and written, and good oral English is a must.
• Ability to multitask in a fast-paced environment.